Operational Excellence Manager

6 days ago

Chicago, Illinois, United States RC THORNTON ACCOUNTANTS GROUP LLC Full time
About the Role

We are seeking a highly skilled and experienced Strategic Quality Lead to join our Small Business Group at RC Thornton Accountants Group LLC. As a key member of our team, you will be responsible for driving operational excellence and improving the overall customer experience.

Key Responsibilities
  • Customer Experience Insights: Manage the processes and frameworks for gathering customer experience inputs and insights for our sales programs.
  • Strategic Leadership: Lead cross-functional groups across multiple teams and functions to design, develop, and optimize strategies and initiatives that improve the Quality of our sales experience and drive positive customer outcomes.
  • Performance Evaluation: Evaluate performance data and behavioral trends to drive improvements across Quality Program and juggle competing priorities.
  • Quality Assurance: Monitor effectiveness of Quality initiatives, identify gaps, and implement actions with regional sales teams and cross-functional partners.
  • Workflow Automation: Design and implement solutions for Quality workflow automation through Generative AI and speech analytics.
  • Strategic Recommendations: Deliver strategic recommendations to business and cross-functional teams to enable small business growth across Meta's platforms.
  • Quality Assurance Calibration: Chair large quality assurance calibration sessions with internal stakeholders and vendors, resolving differences and providing clarity to drive alignment.
  • Cross-Functional Alignment: Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments.
  • Customer Representation: Represent the customer internally by connecting research, data, and qualitative evidence to influence teams to action.
  • Vendor Management: Monitor outsourced partners compliance, adherence, and productivity.
  • Customer Feedback: Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
  • Customer Experience Development: Develop and assess customer experience through direct contact interactions and trend analysis.
  • Vendor Partnerships: Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions.
  • Thought Leadership: Provide thought leadership and advocate for small businesses.
Requirements
  • Bachelor's Degree: In a relevant field such as Business, Management, or a related field.
  • Experience: 5+ years of work experience in consulting, vendor management, operational strategy, or sales coaching.
  • Communication Skills: Experience communicating and presenting insights and recommendations to executive teams.
  • Leadership Skills: Experience leading and influencing cross-functional teams and aligning partners to shared goals.
  • Project Management: Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management).
  • Operational Experience: Operational and project management experience running strategic projects with cross-functional teams.
  • Customer Sentiment Analysis: Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners.
  • Prioritization: Experience shifting priorities, while maintaining organization and control.
Preferred Qualifications
  • Business Degree: A degree in Business or a related field.
  • Inside Sales Experience: Experience with inside sales, outsourced sales, or account management capacity.
  • Sales Program Quality Assessment: Experience of sales-program quality assessment or sales development training.
  • Advanced Excel Skills: Advanced Excel experience – familiarity with pivot tables, lookups, revenue trend analyses.
  • SQL Experience: Moderate SQL experience extracting data from large databases.
  • Customer Journey Mapping: Customer journey mapping and/or process mapping experience.
  • Autonomy: Demonstrated the experience to work autonomously and proactively.
About RC Thornton Accountants Group LLC

RC Thornton Accountants Group LLC is a leading provider of accounting and business services. We are committed to delivering exceptional results and building long-term relationships with our clients. Our team is passionate about helping businesses succeed and grow.

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