Manager - Customer Operations

October 9

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Voya Financial

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Retirement • Investments • Insurance

5001 - 10000

Description

• Lead and support a team of customer success specialists for production customers. • Direct the Customer Operations team to effectively respond to and resolve issues/requests in a timely manner. • Ensure the team effectively communicates, implements, and interprets customer service policies and procedures. • Govern, adhere to and report on established SLAs for the Service Support organization. • Develop key metrics and performance indicators to measure success of the Customer Operations team. • Evaluate the effectiveness of the Customer Operations team and drive continuous process improvements; implement adjustments and/or system enhancements working cross-functionally to ensure customer satisfaction exceeds expected service levels. • Ensure the delivery of reporting necessary for day-to-day operations of the team. • Direct the optimization and coordination of project hand-off and change control with Professional Services and Customer Success Management. • Develop effective working relationships with key internal and external customer contacts and work to understand business conditions and future needs; work closely with the Customer Success Managers and Regional Directors to ensure exceptional support is provided. • Responsible for department management including staffing, training, performance management and career development of Associates and Managers while developing and monitoring goals. • Identify revenue opportunities through expansion of the current support model offering.

Requirements

• Fanatical about customer success and long-term relationship building. • Eager to contribute beyond the job description and lead strategic initiatives to improve the customer experience. • Demonstrated history of data-enabled decision making and prioritization. • Experience establishing and measuring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). • 10+ years in Service Delivery with 5+ in a leadership position. • Experience with various IT Service Management (ITIL) process and execution functions, including: Knowledge, Request, Incident, Event and Change management functions.

Benefits

• Health, dental, vision and life insurance plans • 401(k) Savings plan – with generous company matching contributions (up to 6%) • Voya Retirement Plan – employer paid cash balance retirement plan (4%) • Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. • Paid volunteer time — 40 hours per calendar year