Manager, Performance Solution

Manager, Performance Solution
Requisition #: USAHQ-12113
Position Type: Full Time - Regular
Work Countries:
United States
Work Cities: Virtual US
Kansas City MO-US
Jacksonville FL-US
Atlanta GA-US
Minneapolis MN-US
Memphis TN-US
Pittsburgh PA-US
Philadelphia PA-US
Dallas TX-US
Houston TX-US
Austin TX-US
Denver CO-US
Job Description:
Manager, Performance Solutions
This is a Virtual, work from home position
Job Summary
This key position is responsible for providing support and project performance delivery for business initiatives at the individual account, regional, and divisional level. Responsibilities include analyzing and proposing ways to improve our organization's structure, efficiency, or profit as a leader or member of a project team.
Typical projects may include (but not limited to):
+ Technology development and implementation
+ Major process changes
+ New business implementations
+ Unique client requirements design and implementation
This Manager role will act as the liaison to the assigned project on behalf of the account, region, or division and be accountable for the overall project performance results.
Duties and Responsibilities May Include:
+ Lead or support various process improvement initiatives and other special projects designed to improve business effectiveness
+ Engage appropriate account, divisional, or enterprise resources to ensure project requirements are met
+ Schedule and/or participate in all meetings and conference calls related to each project
+ Construct data analysis to support decision making and recommendations
+ Create project work plans and result action plans. Ensure progress is made in line with project timelines
+ Deliver successful project outcomes and yield results established in project objectives
+ Review business initiatives from an unbiased position
+ Serve as a process and/or product subject matter expert as necessary
+ Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices
+ Provide internal / external customers with insights based on business research and analysis
+ Provide recommendations and solutions that take into account the nature of our organization, the relationship we have with others in the industry (our competitive edge), and our internal organization and culture.
+ Serve as a liaison and/or escalation point between the account, region, or division and the project team.
+ Facilitate effective communication as required for successful project completion
+ Monitor and track the status of each initiative, engage appropriate local resources, and escalate as needed to ensure initiative success
+ Manage client recovery efforts by understanding the requirements, gaps, and pulling in the necessary people to resolve the issues quickly and to the customers' expectations
+ Prepare risk assessments, establishing contingency plans for risk areas
+ Define and implement best practices across Operations, Account Management, Technology, and Financial areas as related to specific projects
+ Assumes and performs other duties and responsibilities not specifically outlined herein
+ Demonstrated leadership and/or managerial experience
+ Integrity, objectivity and independence, and strong attention to detail
+ Subject matter expert in Agency Operations, Call Center principles, or Automation/Technology
+ Demonstrated competency in MS Office tools, Word, PowerPoint, Excel - Access, MS Project a plus
+ Ability to travel regularly
+ Proven experience in Project Management
Field of Interest Category: Performance Solutions
Percent of Travel: 1-25%
Relocation: No
Languages Required: 09b1d3ae837d4f09832001a598a614c2

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