As a Manager, Operation Servicing Strategy, Speciality Ops Horizontal, you will be part of a smart, talented team responsible for transforming the infrastructure and customer service experience for our customers. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and agent experiences. You will educate and gain buy-in from key stakeholders to ensure the technology and process deliver breakthrough business results and radically transform customer service.
Specific responsibilities include:
Reimagine agent experiences
Reduce manual processes
Improve Ops efficiency by streamlining processes and reducing redundancy
Lead a high performing team
On any given day you will be:
Partnering closely with Line of Business leaders to ensure Operations is represented in the ideation, design and execution of their objectives through (1) intent delivery and operational readiness (2) servicing strategy (3) influencing their product roadmap through the delivery of insights and listening
Designs the strategic programs and initiatives partnering with project and products teams to integrate the customer and agent design to develop processes that track progress, identify and address issues
Leading high impact transformation initiatives and change management contributing to the overall outcomes, definition, scoping, design and delivery
Empower your team to influence product vision, optimize team performance and support products from conception to launch
Foster a culture of psychological safety, continuous learning, ownership and high performance
Influencing
Creating overarching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
Ensuring the product design is built for agents and customers
Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions.
Leading Horizontally
Creating, establishing and managing communication across teams to ensure optimal engagement of associates and leaders
Consulting with business partners to understand complex problems and focus on bringing issues to resolution, horizontal influence and leadership in a matrixed environment. Escalating road-blocks as necessary to meet timelines. Clarifying and defining transformation requirements / scope for cross-functional problems
Conducting independent research and analysis to solve ambiguous client problems. Working with transformation teams to develop recommendations to clients (e.g. senior management and/or executives) enabling them to make key business decisions
Providing Operational Excellence
Ultimately be responsible for day-to-day operational aspects of the experience; participating in developing products, benefits definition, management of changes in the operational environment, and assigning and managing team accountabilities on an ongoing basis
Distilling big picture intent into tactical requirements and implementation plans and executing process efficiency
Intimately understanding the heart of specific operations and represent the voice of that operations to multiple product teams and client stakeholder groups
What skills you need to bring to the table:
Leadership- Influencing, challenging and enabling associates and leaders to significantly evolve and lead through change. Drive complex projects and programs by providing strategic direction and project management.
Technical and Strategic- While you may not be a hardcore coder, you should have a solid understanding of the business trade-offs and how to get the most out of our technology. Further, you will be diving into problems with the Business Analysts, Ops leaders and Tech teams and they will think of you as an 9honorary member of the guild9 because you can speak their language.
Curiosity- You ask why, you explore, and you9re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones.
Do-er- You have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results.
Communicator- You can communicate and partner with your team and key stakeholders across all levels of the company to manage, inform and influence outcomes. They know your priorities and why you are doing what you are doing. You can craft compelling narratives to communicate strategy and vision to senior management and stakeholders
Analytical- You9re not scared of numbers, instead you believe they will help illuminate the truth
Customer-Centric- You lead with human centered design as the basis for the decision making and influencing outcomes
Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
