Operations Implementation Manager
hace 1 mes
We are seeking an Experienced Operations Implementation Manager to join our team at Experian, a global leader in information services.
About ExperianAt Experian, we unlock the power of data to create more opportunities for consumers, businesses, and society. We're proud to be named one of the 100 Best Companies to work for by FORTUNE and included in the 100 World's Most Innovative Companies by Forbes Magazine.
The RoleAs an Operations Implementation Manager, you will be responsible for executing and implementing client commitments related to Call-Center and overall Incident Response Campaign Customer Support. This includes managing project plans, coordinating activity across departments, and monitoring risks, issues, and action items.
This role requires extensive contact center operational knowledge, a proactive personality, the ability to make smart, independent decisions, and the willingness to manage deliverables across teams and priorities.
Main Responsibilities- You will serve as the first point of contact for Client Engagement Managers when a client experiences a breach.
- You will ensure all Call-Center Customer Support materials are delivered on time and error-free to all appropriate teams.
- You will respond to customer support events and deadlines with a level head, establishing a high level of organization to keep all parties focused and coordinated.
- You will collaborate daily with Business Operations, Client Engagement Managers, and other internal teams during implementation of breach response.
- You will document and collaborate on best practices to respond to client needs and implement client breach responses.
- You will support Client Services as needed to deliver services within the Reserved Response program with quality, accuracy, and high customer satisfaction.
- You will work directly with the Incident Response Team and client to finalize all Customer Support deliverables for an incident.
- You will work closely with the Reporting Team to deliver call-center and client escalation reports to client.
- You will estimate and monitor timelines and other resource requirements and take action when significant deviations occur.
- You will prepare and maintain project plans and track activities against the plan.
- You will build and maintain a high-performing implementation team that achieves results.
- You will serve as an escalation point for implementation issues.
- You will facilitate the continuous improvement of Customer Support implementation methodology.
- You will develop and mentor implementation resources to deliver the best quality implementation services.
- You will manage high-level client escalations.
- You will understand operational capabilities of our Incident Response organization.
- You will consult and prepare the client to take necessary steps to respond to an incident.
- You will utilize lessons learned from each client engagement to improve service delivery.
- You will manage and track all breach implementation activities, including kickoff calls, issues management, change management, and reporting.
- You will collaborate with the Customer Services and Support department to address and resolve customer issues and continuous improvement of breach implementation.
To succeed in this role, you should have:
- Strong call center and customer focus.
- Professional demeanor, business maturity, and confidence, with the ability to present to top-ranked attorneys and C-level executives with enterprise corporations.
- Comfortable making decisions and providing clear and authoritative direction.
- Problem-solving, decision-making, follow-through, and resolution.
- Strong Communication skills, both verbal and written.
- Managing and improving processes.
- Ability to work cross-functionally to drive business results across multiple organizations.
- Ability and experience operating confidently in an emergency response environment with flexibility and strong execution.
- Self-motivator with high energy, who enjoys working both collaboratively and autonomously.
- Strong oral and written communication skills, as well as presentation skills.
- Ability to prioritize tasks and keen attention to detail.
- Ability to work outside of the confines of a traditional work day and work week is required.
- Proficient in MS Office, MS Excel, MS Outlook.
- Familiarity with web technologies and Salesforce is a plus.
- Professional demeanor, business maturity, and confidence, with the ability to facilitate meetings and present to executives and cross-functional departments.
To excel in this position, you should have:
- Understanding of Contact Center operations.
- BS-BA degree or equivalent experience preferred.
You will work in a dynamic call center work environment with opportunities for growth and development. As an Experian employee, you will enjoy hybrid work arrangements.
$80,000 - $110,000 per year (salary may vary based on location and experience). A comprehensive benefits package, including health insurance, retirement savings, and paid time off, will also be provided.
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