Associate Manager - Omnichannel BBCC Execution - Remote Eligible

Profile

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The Execution Manager will support the Strategy, Design and Execution of initiatives being driven within **MEMBERS ONLY**SIGN UP NOW***. Customer Care (BBCC). This role is responsible for managing the day-to-day Execution of both internal and external sites within BBCC while at the same time support the Strategy and design teams by being a subject matter expert. This role is also responsible for identifying operational efficiencies while driving the overall Net Promoter Score (NPS) performance and financial targets. In addition, they will own and lead project work and build critical relationships company-wide and with vendors. This Manager will partner and manage the performance for Voice or Chat programs across 6 Vendor BPO partners spread across 17 locations.
Role Responsibilities:
Operational Design
Perform Root Cause Analysis
Identify and provide feedback on specific area(s) of opportunity within:
Standard Operating Procedures / Documentation
Training
Execution
Feedback/suggestions to our Strategy and Design teams
Partner with internal teams to proactively identify priorities based on experience and financial benefit analysis
Actively participate in action planning, implementation, content development, and deployment
Support Initiatives through research, reporting and providing subject matter expertise
Develop a deep understanding of financials and financial impacts and leverage to make decisions
System and IT support
Test, pilots and rollouts
Suggest and implement Knowledge Management improvements and designs
Cross functional Partnership
In the moment support requests from business partners and Vendor Partners for Technical support via email and share point tools
Drive Client experience improvement mindset across all of BBCC programs
Build relationships and trust with cross-functional partners and BPO partners to ensure effective communication and lasting results
Leadership
Partner with project Teams to identify and validate gaps in client experience
Actively engage with cross functional teams to learn existing people, process, and technology issues and build deep understanding of the current operating model for different service delivery channels
Articulate recommendations to leaders within client experience support, and build business cases to support senior leadership alignment
Basic Requirements:
2 years' Services or related experience
2 years’ Utilizing Microsoft Office Corporate package or equivalent
Preferred Requirements:
4 years' Services or related experience
3 years' retail management experience
3 years' project management experience
1 years' financial management experience

Company info

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