Escalation Manager Salary in Oklahoma City, OK

Job Description Summary Provides oversight, guidance, and analysis to determine customer credit worthiness and manage the customer onboarding process. Directly manages team of Accounts Recievable Specialists and provides assistance in research, escalations, and root cause analysis for collection issues. Liases between sales operations and invoicing teams to drive efficiencies, improve customer interactions, and automate activities. Reports on metrics and goals to senior management. Essential Duties and Responsibilities Credit Management: Establishes customer credit limits in line with company policies and procedures, including but not limited to, analyzing financial statements, credit references, and 3rd party credit reports for new and existing customers. Provides customer support for external financing transactions. Monitors, measures, and adjusts credit departmental reporting for accuracy, timeliness and effectiveness. Manages customer PO compliance, billing portals, and overall customer account maintenance. Maintains and adjusts (as necessary) all policies and procedures related to credit and collections from internal and external audit perspective.Collections Management: Manages end-to-end collections process collaborating with Sales Operations, Sales Management, Invoicing, and Accounting teams. Coordinates and reviews all collection reporting to ascertain status of collection and outstanding balances, working with each team member to maximize collections and reduce past due balances. Maintains accurate records, completes research, communicates, and resolves issues regarding status of collections on accounts. Connects with customers to arrange payments or resolve issues preventing payments and escalating important issues to appropriate parties. Analyze data to develop and adopt an effective course of action to resolve order and invoice disputes. Provides weekly cash receipts projections to support cash forecast models. Reviews and approves all customer credits, rebills, and refunds prior to processing. Plans, organizes, and leads the work of others to ensure a realistically distributed work load and customer service-oriented communications and approach. Provides coaching and mentoring, motivation, strategy suggestions, and guidance to collections associates in a manner that encourages self-management and empowerment within policies and procedures in addition to strengthening knowledge base to allow good judgement. Creates, administers, and evaluates effectiveness of current collection policies and procedures. Keeps executive management aware of critical receivable accounts and past due issues and recommends approach to increase and maximize collections. Provides weekly and monthly management reporting of AR aging and collection trends. Supports wider finance department and ensures department goals (days sales outstanding, bad debt expense/write-offs, and delinquency percentages) are met. Helps create and maintain clear and concise communications between invoicing and credit/collections team, fostering positive and successful work environment between two areas.General Responsibilities: Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. Supports and conducts self in a manner consistent with customer service expectations.Supervisory Responsibilities Directly supervises collections team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: Bachelor's Degree in a related field. Experience / Technical Requirements 5 years experience in commercial credit and collections, accounting, and management. Proficient use of all Microsoft Office applications. Certifications NoneOther Skills and Abilities Excellent communication skills - oral and written presentation abilities. Ability to motivate and lead. Works well under pressure. Excellent problem solving skills, along with advanced mathematical and analytical skills. Ability to multi-task and work in fast paced environment. Ability to communicate with senior management effectively and with ease. Collaborates well with team members and cross-departmentally, as well as externally. Detailed oriented.Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Range: $70,500 - $91,500

College Board - FinanceRemoteAbout the TeamThe Procurement team at College Board is a group of 10 highly skilled professionals who support the purchasing needs of all divisions across the organization. Our extensive category coverage encompasses a wide range of areas such as contingent workforce, building and construction projects, enterprise software systems, contact centers, custom consulting engagements, and cloud services. Our category managers work directly with leaders from all parts of the business to help define and deliver College Board products and services. We are transforming our business at a rapid pace and the Procurement team plays a crucial role in shaping and driving this change. About the OpportunityAs one of our Category Managers, you will be responsible for executing vendor relationship, strategic sourcing, and contract management activities in support of multiple College Board divisions. You will implement sourcing strategies, engage in comprehensive industry and supplier research, manage the bidding and RFP process. You'll oversee vendor selection, contract negotiations and supplier performance management activities to secure competitive pricing and favorable terms. To ensure success, you will collaborate closely with College Board Programs and Service units to competitively source products and services in support of our mission and financial objectives. Your strategic and proactive mindset, coupled with operational excellence, is the key driver of success in this role.In this role, you will:Collaborate with business partners to drive value (40%)Collaborate within the Procurement organization and support divisions across College Board in identifying and securing service providers to meet their business prioritiesPartner with business unit stakeholders to identify vendors and determine work streams where price competition would be beneficial and coordinate RFI's, RFP's and RFQ's to ensure ideal vendor selectionBring industry benchmarks, expertise, knowledge of trends, and other third-party data to prepare for vendor selection and negotiationExecute agreements and manage vendors (40%)Lead vendor negotiations to ensure that College Board contracts at competitive prices and favorable terms with an emphasis on the current supply baseManage the process to review and negotiate contract documents, coordinating resources in Legal, Governance, Risk and Compliance and CB business units; Review and redline terms and conditions to ensure maximum value and minimum riskAnticipate and manage contingencies and dependencies, ensuring proactive planning and real-time analytical thinking during intense periods of deliveryOwn and manage critical vendor relationships for timely issue escalation; Work with vendors to resolve performance issues and drive improvements as necessaryImprove our support and performance (20%)Utilize P2P tools like Workday, Concur and Strategic Sourcing to establish and help improve operational processes from project intake to invoice approvalsPractice continuous improvement and strengthen the value proposition for internal clients and improve key performance as measured by KPIs that are important to key constituentsAnalyze division spend data to and identify and generate cost savingsAbout YouYou have:7+ years of procurement-related experience and expertise working in evaluating contractual terms and conditionsStrong industry experience and track record of evaluating contractual terms and conditions, negotiating with multiple service providers (e.g., supply chain, consultants, hardware/software providers, social media influencers, large contact centers, print & publications, marketing services, online advertising, photography/videography, and promotional products)Superior quantitative and qualitative analytical skillsProven track record of negotiating large multi-year contracts and negotiating with various vendors essential for delivery at high scaleExcellent interpersonal skills and the ability to foster positive and productive working relationships at all organizational levels and vendor communityInitiative and an ability to work in a self-directed environmentExperience with contract management, P2P systems, and toolsA bachelor's degree in business, management, finance, supply chain management or related work experience preferredProficiency with Microsoft Office (MS Word, Excel, Access, PowerPoint)Ability to travel 4-6 times a yearYou must be authorized to work in the USAbout Our Benefits and CompensationCollege Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.The hiring range for a new employee in this position is $76,000 to $125,000.College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.Your salary is only one part of all that College Board offers, including but not limited to:A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and moreRecognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibilityA job that matters, a team that cares, and a place to learn, innovate and thriveYou can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.About Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process#LI-NB1#LI-REMOTE

Job Description Summary Responsible for the planning and management of IT projects through entire life cycle, applying our and Logicalis PMO project delivery methodology and delivering the desired outcome within the parameters of the approved Statement of Work (SOW). Leads Professional Services teams in initiating, planning, and delivery of technology solutions on time, within budget, and providing exceptional customer service. Primary activities include project management, internal and external communications, project cost management, and interfacing with customer contacts, project teams, and stakeholders. Essential Duties and ResponsibilitiesDemonstrates deep understanding of project management methodologies, practices, tools, techniques and applies appropriate collaboration skills while working in a matrixed environment.• Directs, communicates, and exhibits exceptional leadership behaviors to manage effective delivery of services and processes.Conducts project planning, execution, controlling, and closing activities in accordance with Logicalis Project Management Methodology.• Oversees any third-party vendors or partners' deliverables to Logicalis in coordination with vendor PM or POC • Ability to effectively lead others in all aspects of project delivery throughout the life of a project as follows: Project Planning Accountable for development and management to a defined Project Plan with Gantt Chart, predecessors, etc. Plans will be developed leveraging input from Logicalis, Customer, and any third party subject matter experts, aligned to the Deliverables in the SOW, with Milestones and quality gates to monitor progress. Compares actual performance with planned performance, analyzes variances, and takes action as needed to maintain schedule integrity. Scope Management: Ensures planning and execution of tasks, activities, and deliverables are consistent with the requirements defined in the SOW. When new scope is introduced, leads the effort in Change Management and development of a Project Change Request.. Project Budget Management: Ensures profitability targets are met or exceeded, billing milestones are tracked and processed, and reports Earned Value throughout the life of the project to maintain visibility of the financial health of the project.. Resource Schedule Management: Creates and maintains master project plan, requesting assignment and directing the resources required for delivery of services. Communicates and coordinates any necessary adjustments when necessary. Risk/Issue Management: Applies continuous risk management protocols (identifies and documents known risks) throughout the engagement, applying appropriate mitigation strategies in partnership with project team members and stakeholders..:Communications Management: Responsible for development of a Communication Plan to define the cadence and content for project meetings, status reporting, escalation management, etc., for customers, stakeholders, and the project team. Quality Management: Ensures Deliverables are provisioned and validated in accordance with the terms of the SOW ensuring the customer has accepted and is satisfied with the services provided. • Documents and shares lessons learned to support continuous process improvement.• Possesses functional knowledge of IT Infrastructure, Cloud, and/or Managed Services technologies within the Logicalis Service Portfolio and able to effectively support Engineers in the delivery of projects assigned. Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis exhibiting behaviors consistent with the organization's values.Qualifications The requirements listed below are representative of the experience, knowledge, skills, and/or abilities required to be successful in this role. Reasonable accommodations may be made to enable individuals with disabilities. Education/Experience/Technical Requirements/CertificationsEducation • Bachelor's Degree in a related field and formal Project Management TrainingExperience / Technical Requirements: • 7+ years of enterprise-level project management experience, managing complex Information Technology projects leading teams of up to 10 resources.7+ years of project management experience in IT Professional Services IT Infrastructure, Data Center, Cloud, and/or Managed Services technologies• Proficient in the use of all Microsoft Office applications including Microsoft Project, and experience working within Project or Project Portfolio or Workforce Management systems (i.e. Service Now). Certifications • Project Management Professional (PMP) strongly preferred. • CAPM, ITIL, CSM and/or technical certifications beneficial. *Logicalis at its discretion may consider a combination of education and experience requirements above if not all criteria are met, Travel Requirements Minimal. Most work can be performed remotely. Supervisory Responsibilities This job has no direct report supervisory responsibilities. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Compensation Range: $100,000 to $135,000 plus bonus

DESCRIPTIONOKC2 is a Non-Sort Fulfillment Center with a large amount of powered equipment. All Tier 1 and Tier 3 associates must be willing and able to work on powered equipment, for example a forklift or order picker. This posting is for internal candidates only. Please make sure your email address is up to date in PeoplePortal. We insist on the highest standards. We work with the latest technology and innovative solutions. We train and develop the most talented, motivated teams around. We analyze, improve, and support initiatives that help drive continuous improvement. Join Amazon and become part of the team that gets stuff done in a fast-moving, fun environment. Lead Fulfillment Associates hold various roles within the Fulfillment Center. There are several types of roles that hold different job-specific responsibilities including: Trainer: People person. Lead trainings and/or start of shift meetings to a group of 20+ associates. Maintains expert-level knowledge in at least two production departments; evaluates and improves processes within work areas; refines learning tools and techniques across the FC. Assists in measuring the effectiveness of learning; develops, maintains and applies learning to encourage associate development. Identifies areas for associate cross training and support and implements the training; supports the updating of SOPs and SOP certification of associates and managers. Giving and receiving effective feedback. Data Analyst- ICQA: Data enthusiast. You will work closely with the ICQA and operations teams in Inbound and Outbound to provide data and analytical support for ACES initiatives, root cause investigation of defects, and will provide support to ensure compliance to ICQA-related SoX requirements. Extensive use of computers and various web based programs. Assist Operations in building tools to help decision making through data. Participate in Lean/Kaizen, Black Belt, and other process improvement initiatives in some capacity. Creation, communication and monitoring of inventory flow and/or scheduling. ISS Representative: Power connector. Maintaining the link between Corporate Retail Teams and the FC, as well as the reporting & re-escalation of tickets submitted to Retail, Vendor Management and Catalog. Plays an integral role in the RC by facilitating resolution or directly resolving problem items that cannot be received in the RC under the normal conditions of receiving. Responsible for the tactical and strategic handling of Retail Request Tickets submitted to them from Corporate. Process Assistant: Smooth operator. Helping support daily management of department duties, including allocating labor, leading meetings, assigning job duties and communicating with internal and external suppliers. Escalates barriers to Operations leaders. Drives and executes standard work in the areas of Safety, Quality and Productivity to meet daily operational goals. Dock Clerk: Dock star. Manage inbound flow from scheduling appointments to time of receives. Duties also include regular communication with carriers, the corporate transportation group, management and dock personnel. The Dock Clerk will be responsible for planning inbound arrivals, ensuring carrier compliance, managing buffers and leading dock personnel. Receiving Clerk: Mega monitor. Scheduling inbound deliveries in dock master using Advance Ship Notices. Duties also include regular communication with carriers, the corporate transportation group and receivers. Responsible for keeping an up to date knowledge of scheduled appointments, monitoring new releases and communicating with other departments, will also be responsible for training back-up clerks. Shipping Clerk: Super shipper. Correspond with multiple shipping companies and their contacts. Use multiple shipping company’s software to ship and track packages. Coordinate trailers to corresponding dock doors and cross docks using OMA tool. Ensure proper processes are followed with the Trailer Dock Release program Non-Inventory Receive Clerk: Non-Inventory guru. Work in a team environment with Procurement to administer the flow of non-inventory goods. Organize supplies, corrugate, safety equipment, and tools. Research missing shipments. Staging product in work areas. Operate PIT equipment to move goods. Use computer skills to track and receive non-inventory goods. The Regulated Waste Coordinator Functions as the lead for the Waste Program within the FC where product and hazardous waste sent for resale, donation, or disposal are properly managed in a manner compliant with all applicable federal, state, and local regulations. The Regulated Waste Coordinator provides technical support and tactical execution of the Regulated Waste Procedure, and works in partnership with both Operations and the EHS Teams to maintain compliance while providing oversight over the waste process. All role types will include: - Performing production duties as needed: pick/pack orders, receive/stow product, ensure inventory accuracy, and unload/load trucks at or above the rate expectation for each task. Assisting in keeping work area clean and organized. Things to know about working in an Amazon Fulfillment Center: • We’re committed to providing a safe work environment. This means you wear a reflective vest, stretch and recognize others for working safely. • We have a relaxed, casual dress code (as long as your attire meets our safety requirements). • We work to regulate our sites as much as possible, but even with climate controls the noise and temperature levels can vary day to day. Hearing protection is available. • You may be asked to work on a secure mezzanine at a height of up to 40 feet, or on powered equipment (forklift, cherry picker, etc.). Related Military Occupational Specialties: Army Career Field 88 (88M Motor Transport Operator, 88N Transportation Management Coordinator, etc.), 3531 Marine Corps Motor Vehicle Operator, EO Navy Equipment Operator and 2T1 Air Force Vehicle Operator. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.We are open to hiring candidates to work out of one of the following locations:Oklahoma City, OK, USABASIC QUALIFICATIONS- Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reachPREFERRED QUALIFICATIONS- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidaysAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Summary: Develop business line process maps, procedures for new business initiative.Education/ Experience: Bachelors degree.Specialization in Business, Finance, Engineering, Science or Math is desirable.8+ years experience.Experience in most facets of project lifecycle; proficient comprehension of project management methodologies; genuine commitment to project environment and discipline.Skills and Competencies: Ability to quickly learn organizational structure, business strategies and processes.Knowledgeable on business process modeling, process mapping.Capable of writing clear and well structured business requirements documents.Contributes to the development of detailed level process maps to facilitate requirements gathering, gap analysis and for training use.Ability to resolve minor conflicts/issues using different tactics for prior to escalation.Work with team members to understand the needs of the project.Strong verbal and written communication skills.Must have a strong command of the English language; written and oral. Strong facilitation and presentation skills.Major Job Duties and Responsibilities: Identify and analyze business plan and including requirement definition, process review, impact assessment and operational streamlining where appropriate.Is involved in all aspects of projects, including documentation of project needs, analysis/research of needs and possible solutions, identifying technology and business solutions, gathering, documenting and updating business requirements; reviewing workflow process mapping; developing business testing strategies and working with project members to execute the test plan, recommending preferred solutions, and implementing recommendations.Manages project documentation (implementation plan, issues log, process maps, etc.) and documents process flows and gaps.Assess, research, analyze and document sponsor/stakeholder needs. Supports the Project Manager in planning, executing, controlling and closing phases.Develop and maintain strong relationship with business partners and internal/external team members. Identify issues and escalates/manages resolution as required.Coordinates and provides support to the business with the process implementation. Perform other duties as assigned.Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.Company Profile:Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you.Beacon Hill. Employing the Future™

Vice President, Customer EngagementOperationsRemote, with hybrid options available in New York City or Reston, VAType: This is a full-time position About the TeamCollege Board's Operations division (130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the delivery of digital assessments.The Customer Engagement department (65 ppl) is a combination of customer and technical support teams augmented by vendor operations, training and forecasting/planning to deliver all aspects of multi-channel support to our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to provide a positive and effective overall customer experience.About the OpportunityYou'll direct our day-to-day customer engagement work and all aspects of customer support and service, plus guide customer experience strategy and vendor operations aswe aim to deliver a positive experience for each College Board customers. This position is responsible for the delivery of services and support for our wide range of customers, including educators, students, parents, states and districts. You will also be a key contributor to our Operations leadership team as we complete our transition to a digital testing operation. Ready to lead an extraordinary team? Keep reading!In this role, you will be required to excel at the following to deliver effective and positive customer experience and support through excellent service, innovations and operational enhancements:Strategic Leadership: Develop and execute the strategic vision and roadmap for Customer Engagement aligning with the overall College Board mission and Operations division priorities.Team Leadership: Provide strong leadership and direction to the Customer Engagement team, fostering a culture of collaboration, excellence, inclusion and customer-centricityOperational Excellence: Drive operational efficiency and effectiveness across all Operations customer-facing functions and large external vendors, optimizing processes, workflows, and systems to enhance customer satisfaction and drive business resultsCustomer Experience: Champion a customer-first approach throughout the organization, ensuring the delivery of exceptional experiences at every touchpoint of the customer journeyCross-functional Collaboration: Collaborate closely with Program, Product, Technology and Field leadership, as well as Communications and Marketing to ensure alignment on customer needs, product enhancements, and go-to-market strategiesPerformance Management: Define key performance metrics and benchmarks for Customer Engagement, regularly monitoring and analyzing performance data to drive continuous improvement and operational excellenceCustomer Advocacy: Leverage the voice of our external customers and establish the people, processes and data required to advocate for them through a focus on their needs, feedback, and challenges to influence program and product policy and communications.Talent Development: Recruit, develop, and retain top talent, providing coaching, mentorship, and growth opportunities to empower team members to reach their full potentialRisk Management: Identify potential risks and issues impacting customer satisfaction and experience and operational delivery, developing proactive mitigation strategies to address them effectivelySpecific Responsibilities include:Set Vision & Strategy (40%)Set the overarching vision and direction for customer engagement at College Board and ensure a strong customer experience that is differentiated based on customer needs and expectationsFoster a customer experience mindset and framework for processes, products and decision-makingWork closely with different stakeholders across the organization to provide a strong service to our customers by addressing the root of the problemDevelop a deep understanding of College Board's customer base to drive change initiatives, business strategy and technology enhancement programs that improve the support and success of customersDevelop, monitor, and report on critical measurements and metrics that drive high levels of customer satisfaction; define clear measurements of successSet a strategic vendor management and optimization strategy for a wide range of customer support models, with a focus on cost management and experienceProvide Team Leadership & Management (40%)Effectively manage a high-performing, remote team of 5-8 direct reports to ensure they are engaged and working effectively toward accomplishing goalsProvide the leadership necessary to deliver results across the teamBuild and drive a performance-based culture and actions to support an inclusive and engaged teamEstablish critical forecasting and planning capabilities and anticipate and manage work volumes and budgets based on data; responsible for managing a vendor budget of ~$30MEnhance the customer support vendor management functionDrive Continuous Improvement & Innovation (20%)Provide actionable intelligence and insights via thorough analysis and assessment of all escalation data that comes into the teamMake data-driven decisions on continuous improvement for our escalations programs based on that analysis and insightsFoster an innovative culture to explore technology, AI and other solutions to help drive efficiencies in support models and improve experience metrics.About YouYou have:15+ years of directly related experience in customer operations, customer experience, or customer service with 5+ years in an executive leadership positionDirect experience working in a customer service call center, either as an individual contributor or in a management capacityDeep understanding of industry best practices, trends, and technologies related to customer operations and supportA proven track record of developing, coaching, training, and retaining top talent with high levels of engagementThe ability to empower others and effectively delegate work with accountabilityProven track record of driving operational excellence and delivering exceptional customer experiencesExcellent communication, negotiation, and interpersonal skillsAbility to thrive in a fast-paced, high-stakes, and dynamic environment and lead through changeExceptional strategic thinking, analytical and planning skills - you can build a strategy, connect the dots, and build towards the futureExperience as a highly collaborative leader with ability to influence others and build strong relationships across internal and external stakeholdersThe ability to communicate effectively with product leads and technologists to meet and drive business requirementsExperience leading high-visibility projects from start to finish with measurable resultsFluency with data and confidence in making data-driven decisionsDemonstrated success managing complex customer escalationsA passion for education and the impact that educators have on studentsThe ability to travel, at least once a monthEligible to work in the United States of AmericaAbout Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and panel interview, finalist interview and reference checks. This is an approximately a 10 to 12-week processAbout Our Benefits and CompensationCollege Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.The hiring range for a new employee in this position is $176,000 to $260,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.Your salary is only one part of all that College Board offers, including but not limited to:A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and moreRecognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibilityA job that matters, a team that cares, and a place to learn, innovate and thriveYou can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.About Our CultureOur community matters, and we strive to practice and improve our culture daily. Here are some headlines:We are motivated to positively impact the educational and career trajectories of millions of students a yearWe prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heardWe welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goalsWe know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizationsWe offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time#LI-Remote#LI-CW1

ROLE PURPOSEThe Contact Center Member Service Assistant Manager (CCMSAM) supervises the daily operation of the Member Service Representatives and Member Resolution Specialists. This includes a wide variety of member and employee interactions that originate through remote delivery channels (telephone, mobile, web, e-mail) and assures WEOKIE Federal Credit Union’s high standards of extraordinary member service are consistently achieved within a fast paced, high call volume environment. This role is also responsible for assisting with WFCU knowledge base recommendations and changes to ensure accurate information is being relayed to members and employees.MAJOR FUNCTIONS 1. Lead the Contact Center Team to consistently meet established service standards, providing members and employees with extraordinary service. Ensure the department is operating efficiently and reliably, is in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and is performing at a high level. 2. Ensure continued professional growth of department through consistent observation, coaching and review of performance. 3. Maintain appropriate, well trained, and motivated staffing levels. Provide quality on the job training and ensure that department maintains knowledge, engage with members and employees, make members and employees feel valued and consistently apply defined service standards. 4. Drive team performance, continuous improvements and operational efficiencies in order to meet or exceed call center strategic initiatives.5. Work with the New Employee Development Assistant Manager to make recommendations to information in the knowledge base to ensure it is up to date, provides accurate information, and is easy to use. 6. Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies. 7. Acts as liaison to other WFCU departments.8. Serve as a back-up knowledge resource. Identify employee’s requests and assist with providing a resolution. Member Service Assistant Manager will assist Member Service Representatives in using interactions with members and employees as training opportunities to further the MSR’s knowledge. They perform routine research and also serve as the first line of support to field basic MSR inquiries in regards to Card Services, Digital Services, Deposit Services, Deposit and Lending Accounts, IRAs, Trust Accounts, and Deceased Accounts. Utilize multiple software applications/tools including but not limited to FISERV, CLIENTLINK, ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE, SUPERVISOR DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY MANAGER, REMEDY FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK, LOANS PQ, TRANZACT, DOCUSIGN, SILVERCLOUD, and MYRIAD. Member Service Assistant Manager is expected to process escalations and facilitates a follow up with the appropriate department when addressing specific and in-depth questions.9. Performs other duties as required. ROLE IMPACTS1. The Contact Center is a high performing and leading edge call center relative to other financial institutions. 2. The service expectations of members are exceeded through consistent application of extraordinary service standards. 3. Plans are well thought out, efficiently implemented, well communicated and effectively drive the Credit Union towards its strategic goals and tactics.4. Consistently meets and often exceeds established performance metrics.5. Service complaints are addressed promptly and resolved through excellent use of judgment that balances the needs of the three WFCU stakeholders. 6. The Contact Center is operated in a safe and sound manner, with work processed accurately.7. A positive and motivating work environment is maintained that encourages individual growth and success for all employees within the Contact Center. QUALIFICATIONS A. Specialized or Technical Knowledge and Skills: The Member Service Assistant Manager must possess a high degree of working technical knowledge in the areas of Member Service, BCT, WFCU products and services, problem solving and excellent decision/judgment skills. 1. High School Diploma or GED required. Associate’s Degree preferred in related field or equivalent combination of education and experience. 2. A Minimum of two years related experience and/or training; or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required. Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred. 3. Demonstrated ability to lead others4. Demonstrated ability to analyze, reason, problem solve, and prioritize work independently. 5. Ability to motivate, develop and reward staff. 6. Effective time management. 7. Demonstrated ability to work in a fast paced and ever changing environment. 8. Excellent analytical, managerial, written, communication and interpersonal skills. 9. Must be familiar with Contact Center operations.10. Demonstrated intermediate knowledge with Microsoft office. B. Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.1. Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values. a. Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members. b. Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements. c. Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good and bad news. 2. Job Specific Competencies: The following stand out among a long list of behavioral competencies for this position: a. Leadership: Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others. b. Managing for Results: Sets challenging and productive goals for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results. c. Managing Performance: Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance. d. People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity. e. Job knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues. f. Communication skills: Able to communicate complex financial issues and instill confidence in the credit union’s financial position to a wide variety of audiences with varying degrees of technical expertise.g. Relationship building skills: develops new business, identifies opportunities for additional products and services Members can benefit from, translates product features to benefits, has good listening skills, and is sensitive to Members’ needs.h. Interpersonal Skills: Flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism. C. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk and hear. The employee must occasionally lift and/or move up to 25 pounds.D. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate. EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYERWEOKIE does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients. Equal Opportunity Employer, including disability/protected veteransPI239989123

NOTE: This is a 100% remote position. Candidates will have to work on EST hours.One of our clients in Norfolk, Virginia is looking for a QNXT Benefits Configuration Analyst with the following skills and experience:MUST HAVE : FL Medicaid experience.Required Skills and Experience:QNXT Benefit Configuration background and management exp specific to QNXT Benefit Configuration-(Front End )Experience with QNXT migration or implementationsActual exp designing benefits.May have started as an Analyst and moved into management.Exp with Commercial Benefit ConfigurationExperience managing/leading a team (hiring, turnover, being an escalation point)Exp leading over effort (looking at things high level, attending meetings, making schedules, management reports, etcEnd to End Claims processing Knowledge.Good experience with SQL Queries Management of people and dealing with escalation and turn over.Leads over the efforts; Manager role, would look at things high level and attending meetings, pay attention to schedule.Work with resources is they have questions with stuff.Ensure in testing phase, things going well, putting together management reports. Management, coordination, good working with other people. Ensuring things going in right direct.Interested candidates may submit their resumes online or call at 310-906-4780 for further information regarding the position.Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.Company Profile:Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you.Beacon Hill. Employing the Future™