Senior Manager of Operations

4 hours ago


New York, New York, United States Albert Securities, LLC Full time
{"title": "Senior Manager of Operations", "content": "

At Albert Securities, LLC, we're on a mission to democratize money management through our simple, beautifully designed product. We're looking for a talented Senior Manager of Operations to join our team and drive the daily functions of our Customer Support branch.

The ideal candidate will be passionate about policies and procedures, but also compelled to build agility into our customer service infrastructure to create an environment of ordered creativity. They will oversee the launch of phone-based support, including the selection of a telephony provider and the creation of support scripts and flows.

Responsibilities:

  • Directly supervise Customer Support Associates and Specialists to ensure their continued development.
  • Implement and coordinate the launch of phone-based support.
  • Oversee 24-hour workforce management and scheduling for all Customer Support Associates and Specialists based on forecast models across the US.
  • Own the infrastructure and action behind all procedures and processes, ensuring their documentation, continuous review, and revisions.
  • Identify, own, and improve areas of mass inefficiency in processes and procedures.
  • Manage customer support efficiency and qualitative KPIs and ensure they are met (and ultimately, exceeded) by the team.
  • Oversee coaching plan for under-performers, involving clear expectations, standardized procedures, and performance-based KPIs.
  • Coordinate with Specialty Functions and Advice teams to streamline communication among all components of Genius.

Requirements:

  • 5+ years in a customer support manager role or equivalent leadership position.
  • Excellent written and verbal communication skills.
  • Experience launching and managing phone-based support teams.
  • Experience mentoring and coaching a team.
  • A track record of building processes, policies, and procedures from scratch.

Benefits:

  • Competitive salary and meaningful equity.
  • Health, vision, and dental insurance.
  • Meals provided.
  • Monthly wellness stipend.
  • 401k match.
", "lang_code": "en"}

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