Responsibilities

• Serve as the point of contact for high-priority escalations from intake to execution and closure.
• Improve processes and performance by analyzing, identifying, articulating, and quantifying the impact of required changes to deliver improvement opportunities.
• Deliver operational performance across all escalation paths and team members, ensure that all escalations are triaged, tracked, investigated, and resolved appropriately.
• Partner with Compliance, Finance, Payroll and Regional Strategy and Operations to optimize timelines of case resolution and demonstrate a record in process optimization.
• Influence and communicate to build relationships with cross-functional partners.

Minimum qualifications:

• 3 years of experience in program or project management.
• Experience translating business needs into technical requirements.
• Experience working with executive-level clients or stakeholders.

Preferred qualifications:

• Experience managing vendor relationships.
• Experience in Salesforce or other CRM/ERP systems.
• Experience in process design/re-engineering.