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Internal Operations Sr Manager (GameOn)*
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Bentonville, AR Bentonville, Arkansas |
About this job
Overview:
157659 - Bentonville, AR position can be located in Dallas or Bentonville
The Internal Operations Senior Manager will be responsible for operational effectiveness and managing overall direction of internal operations functions for a merchandising/brand ambassador program for our client, a leader in the prepaid card industry.
The Internal Operations Senior Manager, will be responsible for quickly establishing themselves and the Internal Operations team as the "trusted experts" and main liaison between the program's Client Services and Field team and Mosaic's shared services & vendor partners (I.T., Talent Acquisition, Organizational Effectiveness, HR, Fulfillment) to support the operational needs of the Client Services and Field teams within the US and Canada. This position will work in our home office in Irving, TX (near Dallas)
Responsibilities:
- Work with the Sr. Director and Sr. Manager of Client Services, as well as other key account team partners to determine meaningful business metrics for the program and helps to build reporting around it to drive the business
- Develop strong partnership with internal and external customers through consistent and professional communication that drive results and program efficiencies
- Translate client written and /or verbal requests into weekly data collection (call reports) that support KPI reporting
- Compile and analyze program results in partnership with Customer Service and Field teams and utilize information to provide continued development of program efficiencies and ensure reporting compliance, timeliness and accuracy
- Handle the coordination and execution of all new initiatives with the program team and Mosaic shared services, integrate them into the business, attend all relevant meetings and work on further developing the relationship with the external client team.
- Manage the workload and performance of the Manager Internal Operations and three Internal Operations Coordinators as well as working directly to provide all shared service deliverables and interactions (data collection, scheduling, reporting, visit instructions, fulfillment, training, accuracy of internal system and data such as clients MLS, etc.)
- Respond to and resolve issues in a timely manner, balancing customer satisfaction, quality & relevance.
- Manage the communication of client expectations throughout entire Account Team
- Establish performance metrics for the program that are aligned with delivering "The Perfect Visit" and build reporting and tracking mechanisms that help drive results
- Ensure that learning services solutions are aligned with program goals and objectives are effectively delivered
- Develop and regularly review position profiles that accurately reflect the position responsibilities and expectations and monitor compliance with screening and hiring to the profile
- Establish and monitor employee on-boarding requirements and timeframe
- Prepare and regularly monitor project/ program budget, identify any variance issues, alert program leaders in a timely manner and explain/correct the variances as necessary
- Maintain focus and accountability for billing by period and alert program leaders to any variance issues
- Communicate (as/if needed) directly with client to provide insights and analysis regarding program performance and to identify opportunities for continued improvement.
- Act as a key liaison between Mosaic’s Logistic 3rd party company to assure that all products and materials as shipped on time and at the requested delivery method.
- Comply, adhere and ensure that direct reports comply and adhere to company policies concerning disciplinary, termination, performance and conduct issues in communications with all direct reports and/or team members
- Other duties as assigned
Requirements
- 3+ years’ experience in a service industry
- Proven success managing cross functional projects that involved accountability for leading employees/activities in a matrix environment
- Experience developing, tracking and monitoring cross-functional processes
- Proven ability participating in or leading process improvement initiatives
- Previous experience in a retail/merchandising/marketing environment, helpful
- Technical Skills:
- Advanced working knowledge of entire the Microsoft Office Suite (particularly Excel and Outlook)
- Experience with web-based reporting such as Microsoft SSRS or Business Objects, preferred
- Ability to lead and direct a team by building team morale, influencing results and accomplish objectives
- The ability to handle and manage conflict with calm demeanor and solution driven focus
- Self-motivated with strong organizational skills and the ability to schedule tasks and people in order to meet program goals
- Strong analytical and data management skills to support compiling and analyzing program results, measuring performance, and processing information/orders
- Process-oriented thinker that drives standard operating procedures and continued process improvements for program efficiencies.
- Excellent written and verbal communication skills
- Attention to detail and ability to multi-task
Acosta Sales & Marketing is an Equal Opportunity Employer
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