Operations Manager

🕒 il y a 7 jours

🦀 Maryland – Distant

🦀 Maryland – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

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Ignite IT - Innovation & Technology

Site WebLinkedInTous les Emplois

51 - 200 employés

🏢 Entreprise

🔐 Sécurité

🏛️ Gouvernement

Enterprise • Security • Government

Ignite IT est une entreprise spécialisée dans la fourniture d'innovations numériques révolutionnaires pour transformer les grandes agences fédérales. Leurs services incluent le Développement Agile & Livraison, la Modernisation des systèmes informatiques, la Gestion de la sécurité & des risques, et l'Hyper Automatisation. Avec un objectif d'optimisation de la performance des systèmes informatiques, d'accélération de la vitesse de livraison, de réduction des coûts, et d'amélioration de la qualité des produits, Ignite IT travaille en étroite collaboration avec des agences fédérales telles que le Département de la Santé et des Services Sociaux, la Protection des Douanes et des Frontières des États-Unis, entre autres. Leurs architectes et ingénieurs informatiques experts, triés sur le volet, garantissent agilité, performance, rapidité, et qualité, en utilisant un modèle éprouvé de Développement Agile & Livraison d'entreprise. Ignite IT est reconnu pour son engagement en faveur de l'innovation et de la croissance stratégique à long terme, ainsi que pour avoir été nommé comme l'un des meilleurs endroits où travailler.

Description

• Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities. • Ensure survey programs are launched accurately and on schedule. • Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications. • Partner with business stakeholders to identify and implement process improvements related to survey operations. • Maintain survey-related configurations, user assignments, and operational controls. • Support CRM-driven customer engagement and respondent service initiatives. • Monitor and improve respondent experiences across communication channels. • Collaborate with internal teams to resolve customer service issues and operational challenges. • Ensure business processes and workflows are functioning effectively and efficiently. • Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement. • Support email and SMS communication initiatives and monitor campaign effectiveness. • Assist with audience segmentation, communication strategies, and campaign execution. • Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users. • Support search functionality and content organization to improve information accessibility. • Partner with business teams to ensure knowledge resources remain current and accurate. • Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes. • Support integrations and data exchanges between CRM systems and related applications. • Work with technical teams to troubleshoot data and system issues impacting business operations. • Assist in testing and validating system changes and enhancements. • Develop and maintain operational reports, dashboards, and performance metrics. • Track survey activity, customer interactions, operational effectiveness, and service delivery metrics. • Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes. • Prepare reports and presentations for leadership and program stakeholders. • Monitor system performance and operational processes to identify issues and improvement opportunities. • Coordinate issue resolution efforts with technical and business teams. • Support platform upgrades, process enhancements, and modernization initiatives. • Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.

🎯 Exigences

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience. • 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions. • Experience managing complex business processes and cross-functional projects. • Strong analytical, organizational, and problem-solving skills. • Experience creating reports, dashboards, and operational metrics. • Strong communication and stakeholder management skills. • Experience working in Agile or fast-paced operational environments.

🏖️ Avantages

• 401(k) • 401(k) matching • Dental insurance • Flexible schedule • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid time off • Professional development assistance • Referral program • Retirement plan • Tuition reimbursement • Vision insurance