Operations Manager
Previous Job
Previous
Operations Manager
Ref No.: 17-08556
Location: Towson, Maryland
Position Type:Contract
Start Date: 09/12/2017
My direct client in Baltimore, MD is seeking FULLY REMOTE a highly motivated Customer Service/Sales Operations Manager.

Location: REMOTE
Duration: 4+ Month Full Time contract 
Salary: DOE
Start Date: 2-3 weeks

Job Summary
The Operations Manager is the strategic and day-to-day owner of operations processes, advisor management, and customer service management for a groundbreaking mobile application that is being launched by My Client. The Operations Manager will be on the front end of business driving major components such as development, launch, and growth. 
 
Responsibilities
  • Recruit, train & manage advisors, including developing training curriculum and materials
  • Own the day-to-day management of the advice service & advisor community
  • Manage the Operations Administrator Portal & reporting (from testing phase through launch)
  • Report out to team on performance metrics
  • Manage customer service for users & advisors
  • Manage advisor effectiveness and ensure top quality service to home owners
  • Manage advisor scheduling, hours, availability
  • Manage advisor coverage across the country and ensure that there is sufficient staffing in key regions
 
Competencies
  • 3-5 years of experience in the general field
  • Customer service experience preferred, project management and/or recruiting is a plus
  • 4-year Bachelor's degree in business or related field
  • Demonstrated success in problem solving - must be creative, innovative, resourceful, flexible, high-quality oriented
  • Knowledge of Stanley Black & Decker products, brands, home repair & improvement knowledge is a plus
  • Proven ability to balance consumer experience and business goals with a strong understanding of mobile technology, vendors, and IT capabilities
  • Proven ability to work in highly ambiguous environment
  • Experience in operations or general management with ability to define operational processes.  
  • Any work done with Mobile APPS is a HUGE PLUS 


If you are interested and qualified, please send your resume to Jack Merrifield at jack.merrifield@mondo.com