Sr. Manager, Operations Servicing Strategy (Hybrid)

As a Senior Manager, Operations Servicing Strategy, you will be part of a smart, talented team responsible for transforming the customer and agent servicing experiences. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business 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.

Responsibilities

• Leading Strategic Direction
  • Partnering closely with Line of Business 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
  • Designs 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 for agents and customers
  • 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 (e.g., senior management and/or executives) enabling them to make key business decisions
• Providing Operational Excellence
  • Responsibility 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

Skills

• 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 — Solid understanding of the business trade-offs and how to get the most out of technology. Able to dive into problems with Business Analysts, Ops leaders and Tech teams and speak their language
• Curiosity — Asks why, explores, and isn't afraid to bring new ideas. Driven by solving complex problems
• Do-er — Bias towards action, tries things and sometimes fails. Works in scaled agile frameworks with iterative delivery focused on results
• Communicator — Communicates and partners with team and key stakeholders across all levels to manage, inform and influence outcomes. Stakeholders know your priorities and why
• Analytical — Not scared of numbers; believes they help illuminate the truth
• Customer-Centric — Leads with human centered design as the basis for decision making and influencing outcomes

Schedule

This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications

• High School Diploma, GED, or equivalent certification
• At least 5 years of experience in people management
• At least 5 years of experience directing process transformations or projects
• At least 3 years of experience in strategic planning

Preferred Qualifications

• Process or project management certification such as Scaled Agile, Lean, or Project Management Professional
• 6+ years of experience in people management
• 6+ years of experience directing process transformations or projects
• 4+ years of experience in strategic planning

Pay

The minimum and maximum full-time annual salaries for this role by location:

• Chicago, IL: $149,000 - $170,000
• McLean, VA: $163,900 - $187,100
• New York, NY: $178,800 - $204,100
• Plano, TX: $149,000 - $170,000
• Richmond, VA: $149,000 - $170,000
• Wilmington, DE: $149,000 - $170,000

Candidates hired to work in other locations will be subject to the pay range associated with that location