Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Account Operations Director is a Corporate-level position supporting multiple clients and/or multiple lines of business. The Account Operations Director is accountable for providing development, support delivery, and financial ownership to multiple sites and programs within the enterprise structure.
Duties and Responsibilities
- Responsible for account development, support delivery, and financial ownership to multiple sites and programs within the enterprise structure
- Primary POC for executive escalations, near term planning within 90 days, and overall account performance
- Communicates directly with partner leadership regarding account strategy and requests
- Submits weekly Summary to the Leadership Team (VP, SVP, and C-Level)
- Submits weekly and monthly summaries to clients
- Systematically identifies why campaigns aren't performing and puts action items and steps in place to correct the problem
- Travels to Call Centers when campaigns are not meeting client expectations, within established travel budget
- Analyzes back-end data to determine profitable segments and sends information to clients
- Ensures business and campaigns remain profitable for Results and client
- Ensures front-end as well as back-end (churn) performance is in line with client expectations and has full awareness of Results' status at all times and in accordance with clients' expectations
- Ensures project launch has all components complete
- Grows account volume and is able to determine additional lines of business through other client resources. (Different divisions, new contacts, etc.)
- Strategizes new ways to make client's projects more profitable for client, which in turn results in more business for Results
- Understands all functional areas, including Operations, Workforce Management, Training, QA and IT
- Works with IT and other departments to streamline operations functions to ensure processes are solid and no "holes" are left visible with regard to the account's success
Qualifications
- Minimum 7 years progressive management and leadership of project and implementation teams
- Bachelor's Degree in Business or related field of study
- Call center, BPO or other direct marketing experience
- Understand the business to accomplish goals in a timely, productive and fiscally responsible manner
- Be able to grasp concepts and effectively communicate them to staff
- Detailed-oriented
- Able to work effectively in a constantly changing environment
- Position will require approximately 25% travel
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability