Team Lead, Operations

About The Role

We're looking for a customer-focused professional to join our team as Team Lead, Telematics Client Success. In this role, you will provide account support, guidance, and mentoring to assigned Client Success Specialists and Engagement Managers. The role is responsible for process improvement, best-practice sharing, team metrics, documentation, project support, and service recovery activities that strengthen the Telematics service model and improve client retention. This position has accountability for supporting consistent and superior client experience across the Telematics Client Success team.

What You'll Do

• Provides account support and guidance for an assigned team of multiple CS specialists and Engagement managers to drive consistent and superior client experience
• Identifies and provides mentoring for assigned team of Specialists
• Act as the liaison between Operations and Client Success team by checking on quality of SOP completion, collecting feedback and resolving open SOP questions
• Monitor the case metrics and total resource utilization statistics
• Manage and resolve all Service Cloud cases assigned within expected time commitments and with the quality expected from clients
• Advise leadership on client trends and process improvement recommendations (based on engagement with assigned team) that lead to internal projects and initiatives which enhance, and add value to, the Telematics service model
• Direct workflow process improvements to promote capacity and efficiency within assigned team
• Manage transition of support for specific strategic client over to the operations specialist team for all day-to-day case management and support
• Manage telematics issues and proactively engage contacts on larger orders & projects to establish proper expectations and ensure timely execution
• Support client implementations, ensuring all Telematics tasks are complete on time resulting in superior client experience and favorable NPS
• Partner with the Product Manager on the rollout of new Telematics processes within Telematics and engage assigned team to drive employee adoption

Basic Qualifications

• 5+ years of relevant customer service or operations case-management support experience, preferably in a B2B service environment
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint
• Customer focus: dedicated to meeting customer expectations, advocating for customer needs, and following through on commitments
• Communication: articulates information clearly and confidently, adjusts audience needs, and writes well-structured, grammatically correct documents
• Change agility: embraces change, supports change initiatives through words and actions, remains optimistic, and recovers quickly from setbacks
• Execution discipline: completes work accurately and efficiently, manages multiple tasks in a fast-paced environment, and allocates time effectively

Preferred Qualifications

• Education: College/University degree preferred
• BS or BA in business or a related field preferred; equivalent experience may be considered in lieu of a BS/BA degree
• Telematics expertise: develops and continues to expand knowledge of Telematics products, tools, and services
• Analytical judgment: obtains and analyzes data, identifies trends and issues, considers multiple perspectives, and recommends or implements practical solutions
• Business acumen: operates as a hands-on practitioner and consultant/strategist with an understanding of business economics, competitive position, and value proposition
• Influence and collaboration: acts with confidence, persuades without authority, explores alternatives, and builds commitment across teams

Location

10200 Grand Central Ave, Owings Mills, MD

Compensation

The hiring base salary range for this position is $60,400 - $83,050 annually. This range represents the Company's good-faith estimate of the expected base salary at the time of posting. Salary ranges may vary based on the geographic location where the work is performed. The salary range listed in this posting applies only to the location identified. Actual compensation will be determined based on several factors, including the successful candidate's qualifications, knowledge, skills, experience, internal pay equity, and relevant market data. In addition to base salary, eligible employees may participate in annual incentive programs, including bonuses, commissions, or other incentive compensation, as applicable to the role.

Benefits

• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
• Tuition reimbursement
• Retirement savings plans