Description

Job Summary

To be the subject matter expert and assist in the planning, design, development, testing, training, and implementation of operational processes, tools and procedures to drive consistent field execution of account servicing operations for School Yearbook ($79MM) and Seniors ($92MM) with a strong focus on simplification, integration, consistent execution and process improvement. This position requires a high level of collaboration across all business functions in the field and home office.

Primary Duties and Responsibilities

  • Act as the subject matter expert and collaborates on a cross-functional team in the planning, development, testing, training and successful implementation of account service process and procedures for the Yearbook and Senior businesses
  • Assists with the development and execution of operational account service strategies
  • Provides support with the development of process documentation from workflow diagrams, field communication, tools, and training materials
  • Serves as a liaison for the account services field team operations, providing feedback and ideas for improvements
  • Participates in key system development initiatives to ensure business requirements are being addressed, communicated and delivered
  • Understands School Salesforce and provides input on service processes, dashboard and report needs
  • Reviews and provides input on “Go to Market” season and promotional plans and “Seasonal Readiness” activities to ensure field account service operations are prepared to execute
  • Contributes to training requirements and assists in the development and delivery of curriculum for all account service operational needs
  • Keeps operational resources (directories, contact sheets, etc.) organized and up-to-date
  • Performs other projects or duties as requested or assigned.

Education

  • Bachelor’s Degree in related field

Experience

  • 1- 3 years in related experience
  • Experience with operational process development preferred
  • Experience with development and integrating technologies and systems preferred
  • Understanding of Lifetouch systems preferred

Other (knowledge, skills, and abilities)

  • Strong written and oral communication skills
  • Good analytical and reasoning skills
  • Ability to facilitate group communication, build consensus and collaborate with others
  • Strong interpersonal skills
  • Ability to effectively manage multiple concurrent projects and programs
  • Ability to travel 10% of the time