Lead, Account Operations

About the role

The Account Operations Lead is responsible for managing a team of support specialists and associates, leading project work to improve Account Operations systems and processes, and serving as an escalation point for complex issues.

Responsibilities

• Manage and develop a cohort of staff within the Account Operations team, ensuring team goals are met across assigned work streams
• Lead team members through complex judgment calls and time-sensitive issues with internal and external stakeholders
• Develop your team through professional development recommendations and stretch projects
• Aid with hiring, training, and onboarding current and new staff when needed
• Delegate effectively and provide clear expectations for success, staying engaged in the process
• Lead the planning, execution, and monitoring of long-term projects, ensuring adherence to project timelines, objectives, and budget constraints
• Collaborate with cross-functional stakeholders to define project scope, goals, and deliverables
• Develop comprehensive project plans, including schedules, resource allocation, and risk management strategies
• Maintain project progress, identify potential risks or issues, and implement corrective actions as needed
• Prepare and deliver regular project status reports to stakeholders, providing updates on key milestones and risks
• Conduct post-project reviews and lessons learned sessions to identify areas for improvement and best practices
• Serve as a trusted resource and escalation point for complex Account Operations issues across the organization
• Contribute to shared Account Operations team workflows, including monitoring and fielding support requests
• Lead efforts to recover funds from campaigns and organizations that incur negative balances due to contribution refunds
• Closely collaborate with other Account Operations sub-teams to ensure consistent workflows and shared understanding
• Other projects and tasks as assigned

Qualifications

• 4+ years of experience working in a support environment and demonstrated ability to work independently with minimal manager support, OR 3+ years of experience in and demonstrated proficiency with Account Operations work
• 1-2 years of people management experience or demonstrated leadership through coaching, mentoring, or supervising interns/temporary staff
• Demonstrated ability to improve and streamline processes and manage complex projects across many stakeholders
• Experience working with support ticketing systems like HubSpot, as well as an understanding of customer service metrics
• Consistency and reliability in following through on commitments, completing projects, and achieving goals
• History of taking ownership of your work and engaging in self-reflection when you make mistakes
• Demonstrated ability to build healthy, authentic, and trusting relationships with colleagues
• Consistent high performance in managing past assigned work