Field Service Operations Manager (100% Remote)

ClearCaptions
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary:
The Field Service Operations Manager is responsible for driving high quality service experiences to drive growth and positive customer experiences with partner Field Service vendors. Will be tasked with maintaining the quality & integrity of vendor implementations and ongoing processes.
The Field Service Operations Manager will play a critical role in helping to identify opportunities to improve the quality of outsourced service installations while improving Customer Acquisition Cost. Success in this position requires a passion for working cross functionally, both internally and externally, strong analytical skills, a focus on processes and operations and the ability to thrive in a fast-paced, team-focused environment. The ideal candidate will be curious and inquisitive with an operational mindset, have business process improvement skills, relevant operational and/or vendor outsourcing experience. This person will help to establish strategic relationships with our vendors to enable best in class support for our growing customer base.
This is a Remote/Work from Home position reporting to Director of Inside Sales.
What you will do:

• Manage vendor relationships: KPI monitoring & improvement, contract review, invoice audits, compliance training and certification, systems improvement.
• Meet Company targets on customer adoption & retention.
• Partner across Vendors, Customer Experience, Business Operations, Marketing and Sales to drive continuous improvements.
• Partner with logistics on install and product experience, vendor inventory, forward stocking opportunities, and shipping lead times.
• Work with marketing and compliance to ensure vendor technician training materials are current and effective.
• Partner with Finance to analyze and reduce install cost.
• Build and manage suite of department reports and dashboards.
• Manage day to day performance of vendor partners including WBRs, MBRs and QBRs to deep dive root cause analysis to understand shifts in performance.
• Monitor and ensure proper blend of installs completed across vendors and ClearCaptions Installers to balance cost and training quality.
• Lead initiatives with vendors to enhance the vendor’s scheduling platform and corresponding system and process improvements.
• Partner with Inside Sales Managers on vendor escalations and compliance reports.
• Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.
• Continually upgrade talent through a rigorous approach to timely talent management, development, succession planning and recruitment.

Qualifications:

• Bachelor’s Degree or equivalent. Continuing education preferred.
• 3+ years relevant work experience in vendor management/ outsourcing.
• Ability to effectively communicate in English through reading, writing, speaking and active listening.
• Ability to solve problems with limited information.
• Customer centric mindset with excellent people and relationship building skills.
• Works collaboratively with colleagues to create a high-quality results-driven, team-oriented environment.
• Self-motivated with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Data driven, analytical and has a high attention to detail.
• Clear and thoughtful communication to a wide variety of employees & end users.
• Takes initiative and pushes boundaries.
• Motivated to innovate.
• Performance management focused.
• Must have strong computer skills experience with MS Office, CRM software and virtual communication tools.
• Basic knowledge of troubleshooting Integrated Softphones.
• Willingness and ability to work flexible hours.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels.
• Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning and budgeting skills. Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to10%); will include some overnight travel.

Physical Demands & Work Environment:
Primary functions require the ability to communicate over the phone and in person effectively and clearly with individuals suffering from hearing loss. Must use provided headset for audio quality in our call center environment. Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone and keyboard and monitor requiring close vision; occasionally stoop, bend, crouch, reach, twist, and grasp, may lift and move equipment/boxes up to 10 pounds.

• Employees may experience the following physical demands for extended periods of time:
• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)
• May lift or move boxes (up to 10 pounds)

Compensation:
$85,000 to $95,000/yr plus Team Bonus with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.