RELX Group Customer Operations Manager - Government in Dayton, Ohio

Customer Operations Manager - Government

Category:

Location: Dayton, Ohio, United States

Manages activities of Customer Operations departments providing customer support services. Responsible for providing direction to staff, customer testing, implementation, installation or support and escalation. Manages customer expectations and satisfaction, ensuring service levels are maintained. Communicates frequently with customers and/or internal stakeholder to ensure consistent service levels are maintained.

Accountabilities:

  • Manages daily activities of support staff for customer testing, implementation, installation or support. May drive technical projects from concept through implementation. May establish, implement and manage technical support process.

  • Monitor results to ensure compliance with customer expectations. Interfaces with all internal stake holders to ensure Service Level Agreements are met.

  • Proactively resolves problems, taking responsibility of process through final resolution.

  • Standardizes procedures to improve efficiency and customer satisfaction and provides appropriate training.

  • Analyzes customer support metrics, survey results and QA analysis to develop and implement improvements to the customer experience.

  • Conducts frequent staff meetings to motivate staff in fast paced customer service environment.

  • Provides ongoing feedback to staff relative to performance and expectations.

  • Conducts regular performance evaluations and recommends compensation adjustments consistent with the operating plan.

  • Identify current and future technologies in our customer environments and provide training and education for the staff to allow them to keep abreast of emerging technologies.

  • Performs presentations to senior management, internal stakeholders and external customers.

  • Reviews monthly financial reports to ensure optimal utilization of resources.

  • Serves as focal point for customer escalations.

  • Supports and insures compliance to HR policies, applying discretion to meet the needs of individual situations.

  • Performs other job-related duties as required.

Qualifications:

  • Requires a bachelor's degree in business or related field, with min 5 years Customer Operations experience, 2 yrs supervisory exp.

  • Outstanding working knowledge of various prevailing Telecommunications tools, Operating Systems and Desktop Applications.

  • Solid experience in Customer Service with multiplatform environments.

  • Excellent time management and organizational skills.

  • Ability to collaborate effectively with internal Business and Technology partners.

  • Strong oral and written communication skills.

  • Ability to perform impromptu presentations to senior management, internal business partners and customers.

  • Excellent leadership and interpersonal skills to effectively manage a group of 10+ employees.

  • Broad technical knowledge and experience supporting/troubleshooting the different aspects of PC Computing and networking to include DOS, Windows 3.1, Windows95/98/Me, Windows NT/2000/XP, and Linux. MS SQL and Oracle experience may be required.

At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries. For more information, please visit www.lexisnexisrisk.com. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.