What will I be doing?

Blueprint is looking for an Assistant Director of Operations to be part of the team.

The Assistant Director of Operations (ADO) will work in close partnership with the Director of Operations of a customer support center environment overseeing and improving organizational processes, while ensuring smooth operations. This role supports the Director of Operations in managing daily business activities, overseeing staff, ensuring operational efficiency across departments as well as providing support in achieving strategic objectives. The ADO is a skilled leader that will ensure daily operations and team performance are maintained to deliver excellent customer service and ensure client satisfaction. This role requires strong collaboration amongst all layers of Leadership and cross-functional teams. The ideal candidate will have strong leadership skills, excellent communication skills, and the ability to apply data analysis skills to strategic objectives to identify and drive improvements.

Duties/Responsibilities:

• Assist the Director of Operations in developing and implementing operational plans and policies to meet company goals and drive continuous improvement.
• Partner with managers in managing daily operations, workflows and deliverables.
• Support the Director of Operations with client initiatives, participate in client meetings and ensure alignment across teams to drive client satisfaction and achieve strategic objectives.
• Oversee staff performance and partner with managers to provide coaching and guidance to ensure performance and quality standards are met or exceeded as well as ensure operational processes and procedures are effectively implemented.
• Utilize data and analytics to inform decision making in operational problem-solving and process improvement.
• Encourage engagement growth through repeated project delivery successes, strategic differentiation, and initiative-taking partnership with Leadership to identify and capitalize on opportunities both within Blueprint and with the client.
• Actively and consistently support all efforts on engagement initiatives and customer and employee experience.
• Monitor budgets, operational costs, and resource allocation.
• Other duties and projects as assigned.

Qualifications:

• 4-6 years of progressive leadership experience in an operations or service delivery role in a fast paced, evolving environment, customer support center experience is preferred.
• Proven leadership experience in supervisory roles in operations and experience successfully managing others and maximizing the performance of a team.
• Demonstrates a prominent level of service-excellence and consistently meets performance expectations.
• Demonstrates senior-level client expectation management across active client work, minimizing delivery-centric escalations to both Leadership and the client.
• Strong business acumen and previous accountability for quality targets.
• Knowledge of gaming industry trends, major events, and news is preferred.

Skills/Abilities:

• Ability to translate business strategy into tactical day-to-day delivery.
• Strong leadership and organizational skills to guide teams and oversee multiple departments.
• Strategic thinking and problem-solving skills for operational efficiency and process improvement.
• Strong communication and interpersonal skills for staff management and stakeholder engagement.
• Ability to leverage Blueprint tools, standards, and processes in a proficient manner and effectively apply to meet business needs or solve a problem within the business unit.
• Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance.
• Ability to effectively lead by example, coach and mentor a team of diverse employees.
• Effective decision making and critical thinking skills.
• Strong customer service skills and attention to detail.
• Ability to work as part of a team and independently.

Essential Functions:

Availability:

• This role is fully onsite to engage directly with team members on varying schedules and may include occasional weekend coverage.
• Specific work shifts may be subject to change based on business needs.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.

Physical Requirements:

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
• Ability to sit at a workstation for extended periods, engaging with content on a monitor.
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.

Communication and Collaboration:

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
• Openness to receiving constructive feedback and maintaining courtesy in interactions.
• Conducting presentations and/or public speaking.

Independent Judgment and Time Management:

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographically based ranges for Washington state: $90,000k- $110,000k USD/salary. The final salary/wage and job title for this opening will be determined based on the selected candidate's qualifications and experience and may fall outside this range.

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development

FLSA - Job Classification: Exempt - Salary, Full-Time Position

Location: Onsite (office located in Bellevue, WA)

• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development