Job Description: Likewize is searching for a Client Operations Manager to join our team at our global Headquarters in Southlake, TX. In this role, you will be responsible for executing our best-in-class client operations services. You will collaborate with and support Likewize departments to ensure we deliver an exceptional client experience for new and existing client programs. This position offers you the opportunity to play a key role in our growth and transformation globally. This individual contributor will execute best-in-class client operations for go-forward platforms for the following consumer-based lines of business at Likewize:
- Device Protection, primarily mobile phones, tablets and wearables.
- Extended Warranty for electronics, gadgets and appliances.
- Trade-In for mobile phones, tablets, wearables, electronics and gadgets.
- Affordability for devices, electronics and gadgets, including upgrades for mobile phones.
- Premium Technical Support for devices, electronics and gadgets.
- Repair Services for same unit repair via our WeFix brand.
Your day-to-day responsibilities include but are not limited to:
- Identify, strategize, and develop the best path for client operational excellence for assigned clients.
- Initiate and manage continuous improvement activities for assigned clients; delivering recommendations to improve operational and technical processes, increase efficiency and reduce client/customer issues and escalations.
- Develop, grow, and maintain relationships with assigned client counterparts, partners and suppliers.
- Manage and maintain KPIs for client operations, ensuring performance aligns to and meets/exceeds KPI's, client SLA requirements, and policies.
- Manage clients and the operational components of their programs, across the entirety of the customer journey - from enrollment, service filing, fulfillment, NPS, invoicing, and reporting. Key activities within this function include client operational management & reporting, MBR/QBR preparation & facilitation, enrollment exception handling & resolution, claim/fulfillment escalations & complaints, billing quality assurance, and customer CSAT/NPS oversight.
- New program preparation and existing client delivery management for assigned clients.
- Execution of the controls and audit environment for client operations.
Competencies
- Problem Solving: Responds promptly to customer, partner and service provider needs; Solicits customer, partner and service provider feedback to improve service; and responds to requests for troubleshooting service and assistance.
- Financial Management: Has solid understanding of financial impact of decisions related to his/her assigned accounts, P&L, and Likewize cash flow.
- Oral/Written Communication: Always conducts himself/herself as a polished, credible company representative in all interactions with others, communications, presentations, reports, etc. while similarly enhancing Likewize's image as a world class business. Candidate must possess tact, charisma and the ability to negotiate. Candidate must have strong written and oral communications and a demonstrated ability to present internally to an executive audience.
- Highly Collaborative: Must be able to work cross-functionally and create and gain buy-in of usable and effective planning tools and process. Has the interpersonal skill to build mutually productive business relationships.
- Knows our Business: Uses professional expertise and company knowledge as a basis for action in a variety of organizational contexts and challenges. Consistently demonstrates a working knowledge of the business from the grass roots (Personal Advisor level on up) and the related impact of various Likewize business decisions.
- Demonstrates Adaptability: Is receptive to new programs, policies and changes. Handles day to day work challenges confidently, willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; demonstrates flexibility.
- Works Effectively: Possesses the ability to handle multiple projects. Allocates one's own time efficiently, and effectively arranges multiple projects and processes simultaneously while ensuring their success. Self-motivated and takes initiative.
- Strategic Thinking: Develops strategic business plan for each account, analyzes market and competition, and uses intuition and experience to complement data.
- Technology Savvy: Must be fluent in product line technologies. Must understand the market dynamics and how the telecom, Internet and other home-related services technology are developing and the impact on Likewize business practices.
- Innovation: Meets challenges with resourcefulness; Develops innovative approaches and ideas; Takes calculated risks; Presents ideas and information in a manner that gets favorable response.
If you are who we are looking for, you will have the following education, skills and/or experience.
- Bachelor's degree or equivalent years of experience.
- 5+ years of relevant experience in client & operational management in a high-tech electronics, repair, or extended warranty/insurance industries.
- Demonstrated talent management experience, preferably having managed a team of at least 2-5 individual contributors.
- Extensive experience with Excel, Word, Outlook, PowerPoint, PowerBI/Tableau/Qlik. SQL knowledge is a plus.
- Ability to travel up to 25% as required.
- Demonstrated experience as follows:
- Recommending policies and procedures
- Initiating projects
- Executing multiple complex projects simultaneously
- Delegating complex tasks
- Delivering communications internally to a broad audience
- Advanced and complex technical expertise
- Big picture mobile phone industry knowledge including industry trends
- External vendor and client management - Intermediate
- Execution of functional strategy - Intermediate
- Coaching skills - Basic
Our global headquarters in Southlake TX is easily accessible to both Dallas and Fort Worth and we are 5 minutes from Southlake Town Square. We offer competitive compensation, market leading benefits and many fantastic onsite amenities through our real estate partner, VariSpace. VariSpace is designed to elevate the way businesses approach the office. Our innovative workspace brings a first-class employee experience with covered parking, spacious break areas, raffles/games, onsite gym, cafeteria and state of the art facilities.