Please direct your responses to: gjose@us-buxton.com
POSITION – SENIOR OPERATIONS MANAGER
TYPE – FULLTIME
LOCATION – SEATTLE, WA
Job Description
This role is responsible for overseeing multiple Seattle based Investigations Teams. The manager also influences our worldwide operation by driving global initiatives to achieve tactical and strategic goals. This is a critical role to ensure the company is able to detect and prevent fraudulent and high-risk transactions, while also protecting the customer experience for legitimate customers.
This role is for an exceptionally motivated and capable Analytic, Operations, Metrics, and Process Improvement Manager. In this role, you will own and have the unique opportunity to help define the toolsets, road-maps, processes, and metrics. In addition the role is responsible for providing direction and overseeing the policies for safe guarding our selling platform. You will work closely with analytics, engineering, and process improvement teams. This is a highly visible and impacting role within the group as well as across the department.
Responsibilities
• The successful candidate will set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets.
• Manage a team of front line managers and oversee a team size of 40 to 60 employees.
• Achieve operational excellence and process improvement in our service level agreements (SLAs) for all processing activities.
• Work with software engineers to clearly articulate feature requirements for investigator toolsets, user interfaces, and business logic for the efficient handling of claims, disputes, and appeals.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future company leaders.
• Analyze the key levers of the business to identify claim and bad debt trends and proactively take action to eliminate root cause defects.
• Create and maintain clear metrics on our investigation handling, performance and decision quality.
• Drive continuous enhancements to the functionality and processes of the Operations team; these take the form of driving innovation through various channels - Kaizens, software requirements gathering and definition, world-wide project management, metrics definition, data structure improvements, etc.
• The manager���s success will be measured by their ability to drive operational efficiencies across all processing areas while improving customer experience.
Qualifications
• Data mining skills and/or experience analyzing operational performance.
• BA/BS degree required, preferably in a technical field (Ops Research, Computer Science)
• 3-5+ years experience managing large teams
• 3-5+ years project management experience
Preferred Qualifications
• Graduate Degree (MS/MBA)
• Ability to understand the global vision and make independent decisions.
• Ecommerce/Fraud management experience
• Program Management and Operational Excellence
• Six Sigma black belt/green belt certification skills
TO APPLY – PLEASE SEND YOUR RESUME IN WORD FORMAT TO GJOSE@US-BUXTON.COM
SUBJECT _HEADING - SOMWA
TYPE – FULLTIME
LOCATION – SEATTLE, WA
Job Description
This role is responsible for overseeing multiple Seattle based Investigations Teams. The manager also influences our worldwide operation by driving global initiatives to achieve tactical and strategic goals. This is a critical role to ensure the company is able to detect and prevent fraudulent and high-risk transactions, while also protecting the customer experience for legitimate customers.
This role is for an exceptionally motivated and capable Analytic, Operations, Metrics, and Process Improvement Manager. In this role, you will own and have the unique opportunity to help define the toolsets, road-maps, processes, and metrics. In addition the role is responsible for providing direction and overseeing the policies for safe guarding our selling platform. You will work closely with analytics, engineering, and process improvement teams. This is a highly visible and impacting role within the group as well as across the department.
Responsibilities
• The successful candidate will set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets.
• Manage a team of front line managers and oversee a team size of 40 to 60 employees.
• Achieve operational excellence and process improvement in our service level agreements (SLAs) for all processing activities.
• Work with software engineers to clearly articulate feature requirements for investigator toolsets, user interfaces, and business logic for the efficient handling of claims, disputes, and appeals.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future company leaders.
• Analyze the key levers of the business to identify claim and bad debt trends and proactively take action to eliminate root cause defects.
• Create and maintain clear metrics on our investigation handling, performance and decision quality.
• Drive continuous enhancements to the functionality and processes of the Operations team; these take the form of driving innovation through various channels - Kaizens, software requirements gathering and definition, world-wide project management, metrics definition, data structure improvements, etc.
• The manager���s success will be measured by their ability to drive operational efficiencies across all processing areas while improving customer experience.
Qualifications
• Data mining skills and/or experience analyzing operational performance.
• BA/BS degree required, preferably in a technical field (Ops Research, Computer Science)
• 3-5+ years experience managing large teams
• 3-5+ years project management experience
Preferred Qualifications
• Graduate Degree (MS/MBA)
• Ability to understand the global vision and make independent decisions.
• Ecommerce/Fraud management experience
• Program Management and Operational Excellence
• Six Sigma black belt/green belt certification skills
TO APPLY – PLEASE SEND YOUR RESUME IN WORD FORMAT TO GJOSE@US-BUXTON.COM
SUBJECT _HEADING - SOMWA
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