Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events; raise funds to enable their mission; and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,800 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
We are seeking an Operations Manager, Associations and Events (A&E) to join our growing team!
The Operations Manager, (A&E):
- In partnership with product General Managers, VP / Directors of Client Success, Marketing, R&D, Finance Support, Customer Service, and Account Management, provides strategic operational direction to teams in Cebu, PH providing paid services to clients
- Establishes strong relationships with major clients (internal and external) as needed
- Ensures required service volume, staffing, quality levels, and metrics are attained
- Assists with critical customer escalations to ensure timely resolution and client happiness
- Builds strong collaborative and positive team dynamic by training and coaching staff in standards of excellence, policy, procedure, and best practices
A Day in the Life:
- Provide daily management of teams focused on A&E Products (Careers, AMS, Freestone) and financial support, verification, and assistance functions
- Clearly set expectations to ensure the team has the tools to effectively meet objectives and KPI's
- Evaluate team activities against KPI's
- Provide coaching and feedback in regular 1-on-1 meetings with team managers/leads and or cluster heads
- Own accountability for all aspects of the client relationship (internal and external):
- Build and protect client relationships, ensuring they remain in exceptional health
-Training service team on
technology-Monitor and evaluate communications
-Review and fully understand all reporting metrics around clients to identify areas for improvement
- Manages critical customer issues and expectations including escalations and being able to work through any de-escalations successfully, calmly and professionally
- Project annual headcount and work needs
- Participates in performance management and evaluations of team members
- Participates in hiring, annual review, and off-boarding of team members
We are looking for someone who brings:
Experience
Bachelor's Degree or equivalent experience
5-7 years of experience working in a client support capacity
3-5 years of experience of management experience
Experience working in technology, especially within a SAAS (Software as a Service) environment, preferred
Computer/Technical:
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Other Skills:
Strong leadership and people development skills
High-level organizational skills with the ability to prioritize workflow and manage multiple competing tasks
Exceptional verbal and written communication skills
Detail driven with the ability to work with data analytics and reports
Has a knack for being able to find streamlined process improvement opportunities within set parameters
Good People, Doing Good Things
Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And we look forward to you being part of our story!
At Community Brands, a great company awaits you...
Market-Competitive Compensation
Generous Allowances and Benefits
Quarterly Performance Bonus
Flexible Planned Paid Time Off
Annual Leave Credit Conversion
Medical Insurance
Dependents' HMO Coverage
Dental Coverage
Comprehensive Life Insurance
Casual Environment
Purpose Driven Culture
Work-life Balance
Passionate about Community Involvement
Equal Opportunity Employer
