Hub Delivery Program Support, Partner Experience

Key job responsibilities

• Manages Partner facing SIM Ticketing Folders and responds to all tickets within SLA
• Partner with internal teams to facilitate high quality solutions on behalf of Delivery Partners
• Maintains the Hub Delivery Shared Inbox and directs incoming emails to internal team members
• Works with a sense of urgency to drive and deliver goals while maintaining a high quality of work
• Identifies opportunities for improving the partner experience and works collaboratively with team members to make improvements
• Buils, implements, and/or meets assigned goals
• Manages Learning and Development content
• Manages escalations on routine/predefined tasks
• Executes important tasks/activities independently
• Identifies day-to-day operational problems and suggests tactical solutions
• Creates and drives improvements to SOPs for gaps in existing processes
• Provides support for data collection including preparing reports and reaching out to internal stakeholders
• Assists with monitoring partner and station quality and escalates misses to proper team members

Basic Qualifications

• 2+ years of working with computers and Microsoft Office products and applications experience
• Work 40 hours/week, and overtime as required
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Bachelor's degree or equivalent
• 2+ years of customer service experience