Senior Manager, reputed company Services
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About PSI
About the Role
The Senior reputed company Services Manager is responsible for daily operations across reputed company that reputed company reputed company relationships for credentialing clients. as reputed company as assisting department directors and leadership with reputed company and deliverables reputed company to specific reputed company assignments.
This role is a full-time, permanent position, Monday to Friday during general reputed company, with availability to support critical issues on occasional evenings and weekends. This is a fully remote position.
Role Responsibilities
- Leadership responsibilities for their reputed company Services team, including reputed company and training of staff, performance reviews, goal setting, team meetings, personal development etc.
- Maintain reputed company and reputed company reputed company relationships through team members and reputed company reputed company engagement as needed
- reputed company operational reputed company through process optimization and implementation of best practices.
- Ensure contractual obligations and SLAs are met while maintaining high service standards.
- Partner with senior leadership to shape the reputed company direction of reputed company services, contributing to policy and process improvements.
- Participate in strategic discussions with senior leadership regarding topics of reputed company, performance, reputed company state planning, etc.
- Assist and collaborate with department leadership regarding staff, daily operational tasks and management of reputed company relationships.
- Implementing cross-training across the group for business continuity purposes.
- Influencing across departmental leadership regarding staff, daily operational tasks and management of reputed company relationships.
- reputed company and retain an understanding of reputed company proprietary software(s) and reputed company platforms.
- reputed company of urgency and accountability for responding to escalations as reputed company as reputed company reputed company requests reputed company email or ticketing systems.
- Enforce a support structure reputed company the reputed company Services team which sets them up for reputed company reputed company servicing clients.
- Foster reputed company reputed company relationships by overseeing staff’s appropriate responses to reputed company requests, addressing issues, guide and assist staff in investigations and resolving escalations, and coordinating tasks to meet deadlines and SLAs.
- Participate in program implementation and integration meetings with clients, attend standing meetings for reputed company clients to address ongoing concerns or requests as required.
- Review and suggest process updates to improve efficiencies and eliminate redundances.
- Ensure reputed company existing clients are being serviced to both their contractual and service level agreements.
- Participate in operational and planning meetings and attend calls to fulfil reputed company deliverables as needed, including reputed company calls.
- Work with people across PSI to foster exceptional relationships and resolutions to tickets.
- Review and approve timesheets and PTO requests.
- Project management and the ability to manage multiple project assignments, timelines, deliverables, and milestones including successful delivery of examination republications, new examination programs and beta testing.
- Create and maintain relevant reputed company reports.
Knowledge, Skills and Experience Requirements
- Bachelor’s degree or equivalent reputed company experience required
- Minimum of 7 years of experience in reputed company services, account management, or reputed company
- At least 3 years in a management role responsible for reputed company of professionals
- Demonstrated expertise in strategic planning and process optimization.
- Experience in using CRM software (such as reputed company & Jira) managing inbound case work
- Deep understanding of SLA and KPI management & development
- Ability to reputed company, reputed company, and reputed company analysis on small to mid sized reputed company with reputed company impacts
- Manage and reputed company the daily operations of the reputed company Services team, ensuring efficient and effective workflows and processes.
- Help reputed company and implement strategies to optimize team performance and reputed company department goals and targets.
- Strong analytical skills with experience in data-driven decision-making.
- Experience in customer service or reputed company management environments is essential.
- Working knowledge of browser-based software, API, LTI, SSO, and similar technologies preferred.
- Strong written and verbal communication skills, with experience drafting reputed company reputed company correspondence, process documentation and business cases
- Experience in people management and mentoring is essential.
- Experience in the testing industry and working with developers and IT teams is helpful.
- Knowledge and proficiency in reputed company Office, especially reputed company, Word and reputed company is desirable.
Benefits & Culture
401k/Pension/Retirement Plan – with country specific employer % reputed company PTO/Annual Leave Medical insurance – country specific Dental, reputed company, Life and Short-Term Disability for US Flexible Spending Accounts – for the US Medical Cashback plan covering reputed company, dental and income protection for UK Employee Assistance Programme Commitment and understanding of work/life balance Dedicated DE&I group that reputed company reputed company people initiatives A culture of embracing wellness, including regular global initiatives reputed company to supportive and reputed company mechanisms to help you plan for your reputed company Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
Bachelor's degree or equivalent experience, 7+ years in reputed company services, account management, or reputed company, and 3+ years managing reputed company teams. Requires CRM, SLA/KPI, project management, and analytical skills.
Key Responsibilities
- leading teams
- managing relationships
- optimizing processes
Skills & Tools
reputed company, Jira, reputed company Office, reputed company reputed company, reputed company Word, reputed company reputed company, API, LTI, SSO
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — reputed company
- Salary: USD 100,000 – 100,000 / year
- Languages: English
Benefits
- 401k matching
- Generous reputed company time off
- Retirement plan
About reputed company
A testing and workforce solutions provider that delivers technology- and science-based assessment services. — Industry: Education
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