Vertical Operations Manager

You will act as a liaison between the Client facing/account management team and the Fulfillment Operations leaders. Your role is building/managing relations with the Client facing/account management and sales teams and coordinating with the Fulfillment Operations team to ensure client issues are handled efficiently with a structured approach to solving issues and providing long term solutions to increase client satisfaction and retention. You will collaborate with various internal teams within Sterling that have direct/in-direct accountability in contributing to the success of the client’s success/growth/retention. RESPONSIBILITIES:

• Be the designated First Level of Escalation and point of contact for the Client facing/account management team within the given group of clients that you are assigned to.

• Work with the Customer Issue Management team and SOP team to troubleshoot and solve for client operational issues.

• Setup cadence and schedule meetings with the Client facing/account management team teams to gauge health of the clients within the group of clients assigned and to review metrics/discuss areas of opportunity for performance and process improvements.

• For new clients within the Vertical you will actively engage with the Implementation and Client facing/account management team in new client onboarding/scoping/setup calls from a Fulfilment Operations perspective. Post the initial scoping calls you would join the pre-launch weekly calls to explore the account setup details and review progress.

• Facilitate monitoring of Key Critical Accounts based on Client facing/account management team requirements.

• Review, provides recommendations and or approves/deny client requests for customized fulfillment preferences and/or processes.

• Ensure Risk Accounts are monitored for performance in conjunction with Fulfillment Operations Leaders to mitigate issues.

• Monitor Operational delays and proactively reach out to Client facing/account management team on client communication relating to Backlog communications, IT Outages that impact fulfillment, Re-iteration of product updates, etc.

• You will work in conjunction with Fulfillment Operations Leaders to oversee post performance go-live for certain Pilot and new accounts.

• Coordinate with IT on Custom data requests and analysis for Business Reviews and the Client facing/account management team when needed.

• Coordinate with Fulfillment Operations Leaders high revenue onboarding clients to ensure operational readiness.

SKILLS & QUALIFICATIONS:

• A candidate with strong interpersonal relationship, collaboration, and facilitation skills.

• Excellent analytic, reporting and computer skills are a must.

• Must possess problem solving/decision making capabilities and must be able to demonstrate the ability to produce results given challenging situations.

• Capability to work across multiple departments to identify and implement optimal solutions for the organization, often brokering conflicts. 

• Excellent written and verbal communication skills as well as the ability to lead projects across multiple functional areas are essential

• Ability to work effectively with the wide range of teams within the Organization

• Capability of thinking out of the box and continually looking for opportunities to improve client experience.

EDUCATION & EXPERIENCE:

• With 3 years supervisory level of experience

• If without supervisory experience, should have consistently worked on project-related tasks for at least 2 years with ability to communicate with leadership stakeholders.

OTHER INFORMATION:

• Shift needs but it can be between Australia to India time zones

• Employee must have a performance rating of successful or higher. Employee must not have active Disciplinary action. Employee must not have recurring absences due to power or ISP outage.

• Open to active employee of First Advantage or Sterling, A First Advantage Company

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.