Resource Innovations

Compensation

Full Description

Job Description: • Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients. • Directly supervise a team of 4–6 Program Managers and indirectly manage a workforce of 50–60 employees in a fast-paced, time-sensitive environment. • Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams. • Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools. • Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence. • Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed. • Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement. • Oversee department safety compliance and timecard accuracy. • Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs. • Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows. • Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams. • Lead problem resolution efforts, working across teams to address operational and client-facing challenges. • Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints. • Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations. Requirements: • 7+ years of team management and supervisory experience, including direct reports and delivery of team-based goals. • 4+ years of client management experience (e.g., business development, program implementation, or account management). • 3+ years of experience planning or implementing technology solutions to improve operational efficiency. • Intermediate to advanced Microsoft Excel skills (Pivot Tables, Lookups, Index/Match, charts, and graphs). • 2+ years of experience with call center technologies (IVR, call routing, call tracking, workforce optimization). • 2+ years of experience with processing or fulfillment technologies (Oracle, iEnergy, or similar platforms). • Proven experience leading large-scale culture and engagement initiatives. • Proven ability to establish performance measurement frameworks that support service expansion and new client acquisition. • PMP certification preferred. Benefits: • Health, dental, and vision insurance • 401(k)-retirement plan with employer matching • Three weeks of paid vacation per year • Paid holidays • Discretionary annual bonus