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Director of Operations (Custom...
Job Title: Director of Operations (Customer Care)
Department: Customer Care
FLSA Status: Exempt
Reports To: Vice President - Technical Operations
We take pride in our core values:
Build Mutually Beneficial Relationships: Bring value to all our relationships and expect the same in return, so everyone wins. Take a long term view.
Open and Honest Communication: Remember to listen. Seek to understand. We encourage two-way communication that allows you to voice your opinion.
Passion to Get it Right: Take initiative and strive for excellence. Learn from mistakes.
Empower Smart Decisions: You have the power to make good decisions. Use your expertise and the knowledge of the team to achieve the best possible outcome.
Have Heart: Love what we do. Understand what we do directly impacts all of us. Have pride in your contribution to the team.
Do What You Say: Strive to meet your commitments. Communicate challenges in advance. Set timely expectations.
We Have Your Back: Ask anyone for help. Help anyone who asks. Support and learn from each other.
As a team, we plan for the future in the goals we set, and enjoy kicking off each quarter with amusing themes that highlight our goals. Another rewarding part … we celebrate our successes. And, we love what we do.
Position Summary: Primarily responsible for maintaining effective customer care for all internal and external Company Atlas customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Care Department. Supervises and trains Customer Care Representatives. Relies on extensive experience and judgment to plan and accomplish goals. Leads and directs the work of others. A wide degree of creativity and latitude is expected.
Essential duties and responsibilities include the following:
Strategic Agility – Experience to enter the position with a strong, well developed service philosophy and the strategic focus to implement that philosophy into an existing organization while maintaining service levels throughout the transformation.
Focus on Results – Proven ability to drive meaningful improvements in customer experience and retention rates.
Talent Development – Organizational design, talent evaluation, talent development, career laddering, talent acquisition, and high-performance team building.
Organizational Development- Determine Customer Care requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Professional Development- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Supervisory Responsibilities: This position must regularly demonstrateoutstanding written and verbal communication skills, be patient, and have the ability to train/mentor material and external teams, and the ability to incorporate innovative educational techniques.
This position requires regular application of engaging leadership qualities in order to handle difficult situations that may arise when training/mentoring internal or external teams, and must be perceptive in recognizing which methods are working and which ones are not, based on the interaction and functionality of teams, as well as the results from surveys, or other evaluations.
This role requires excellent analytical abilities, a self-starter and high-impact team member working effectively with cross-functional teams. This position should expect to work seamlessly with geographically dispersed teams and learn new products quickly, while delivering on-schedule with a high degree of quality.
Qualifications: Advanced knowledge of business and management principles involved in strategic planning, resource allocation, staff development, leadership technique, production methods, and coordination of people and resources.
Education and / or Experience
7+ years of service experience with 3+ years of service management
Proven experience leading a service organization
Proven experience designing and implementing service philosophy/model change
Proven experience developing high performing management and extended team
Proven experience managing a nationwide service model with local and remote staff
Proven change management success with restructuring team and culture
Experience with service tiering and outsourcing
Proficient with MS Excel, MS Word, Access Database, Visio and Power Point.
Must have previous experience working in a software environment experience
Proven experience with key selection criteria
Proven experience with strategic service leadership
Change management knowledge
Proven experience developing high performance teams
Field and inbound service management knowledge
Must have documented software experience
Language Skills: Excellent English written and verbal communication skills including presentation skills.
Mathematical Skills: Must be able to analyze and present quantitative data. Must be able to compute basic mathematical functions such as addition, subtraction, division, and percentages and prepare accurate financial statements.
Reasoning Ability: The Incumbent must be able to analyze and interpret financial data and reports and make appropriate recommendations to ensure company maintains profitability and to facilitate growth.
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.
Incumbent must be able to:
· Sit for several hours at a time while completing “desk” activities including using computer keyboard, and screen, typing, writing and other associated work
· Move freely around the office from cubicles to offices, etc.
· Stand for up to one hour at a time during presentations
· May be required to lift up to 20 lbs. and kneel, bend, stoop or crawl occasionally
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.
Work will be conducted in a standard office environment. Temperatures are regulated by facilities management and are not within the control of the individual. Most work is conducted in an open-cubicle area with associated distractions. Business professional attire is required when interacting with clients/potential clients/vendors, etc.
About Atlas: At Atlas, people matter. That’s why we deliver creative solutions that enable healthcare institutions to be more effective at providing quality patient care. Our customers, some of the most recognized names in healthcare, trust us to solve their tough business problems so that they can focus on the job at hand – better patient care and saving lives. It’s a serious business but we like to have some fun while doing it. We are a diverse group of really smart people - energetic and passionate about what we do. We care for one another and embrace a culture of open communication. We believe in work-life balance, have a strong sense of our values, and we don’t tolerate corporate politics and pretense. We encourage innovative ideas, and empower each Atlas team member to contribute, so we can provide stellar solutions and services to our customers. As a team, we plan for the future in the goals we set, and enjoy kicking off each quarter with amusing themes that highlight our goals. Another rewarding part … we celebrate our successes. And, we love what we do.
Atlas Development Corporation is an Equal Employment Opportunity employer.
To be considered for this position, all applicants must complete a Top-Grading application. Please use the below link to do so: