Manager, Operations Servicing Strategy

As a Manager, Operations Servicing Strategy, 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 processes deliver breakthrough business results and radically transform customer service.

On any given day you will be:

Setting Strategic Direction

• Partnering closely with Product Teams, Line of Business and Operations 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 and (3) influencing their product roadmap through the delivery of insights and listening
• Designing the strategic programs and initiatives partnering with project and product 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

Influencing

• Creating over-arching roadmaps, in partnership with tech, product and intent teams with a focus on human centered design
• Ensuring the product design is built working backwards from phone agent and customer needs
• Creating and delivering presentations to senior management. Guiding and influencing senior management discussions and decisions

Leading Horizontally

• Creating, establishing, and managing communications 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 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 operation 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: Understanding of the business trade-offs and how to get the most out of technology. Collaborating with Business Analysts, Ops leaders, and Tech teams
• Curiosity: Asking why, exploring, and introducing new ideas. Driven to solve complex problems
• Do-er: Bias towards action, working in scaled agile frameworks, with iterative delivery and focus on results
• Communicator: Managing, informing and influencing outcomes across all levels of the company
• Analytical: Using numbers to illuminate the truth
• Customer-Centric: Leading with human centered design as the basis for decision making

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in People Management
• At least 3 years of experience directing process transformations or projects
• At least 3 years of experience in Strategic planning
• At least 3 years of Process OR Project Management experience in an operations environment

Preferred Qualifications:

• Process or Project Management certification such as Scaled Agile, Lean, or Project Management Professional
• At least 5 years of experience leading large scale process transformations or projects
• At least 5 years of experience in People Management
• At least 3 years of experience working with external partners or supplier management
• At least 3 years of experience designing customer and associates' experiences in an omni-channel environment
• At least 3 years of Product Management experience

Location: This role is hybrid, requiring 3 days per week in office and the remainder virtually.