Manager, Operations - San Francisco

Description

PURPOSE OF THE POSITION:
• Build and maintain a base of clients for life through proactive management of client revenue retention and delivery of service excellence
• Coach, develop, and manage the overall performance of office staff and service partner resources
• Create a culture of client service within the office and create an office of engaged employees and service partners
• Control the expenses associated with RARE (revenue after reporter expense) margin by actively managing court reporter, affiliate, interpreter, and videographer utilization and costs
• In a leadership capacity, actively demonstrate company values

JOB DUTIES

• Manage staff to specific performance expectations to create an engaged and accountable workforce that delivers a superior client experience
• Lead by example and manage the entire client experience (internal & external) in and with the office(s)
• Own the customer stabilization process for the market, including new client onboarding and escalation process for at-risk clients
• Provide direction and lead in proactive and responsive case management with staff
• Provide direct client support and messaging to clients consistent with Esquire’s go-to-market strategy in partnership with sales leaders
• Communicate and foster relationships with local clients through telephonic outreach, client visits, and participation in local sales events
• Effectively and consistently partner with Center of Excellence (call center) to respond to client requests and exceed client expectations
• Actively manage all expenses within the budget
• Through active management, establish, recruit, and maintain service partner (court reporter, interpreter, videographer) headcount and positive working relationships
• Consistently evaluate service partner performance to ensure appropriate headcount and that service partners are providing excellent service to clients
• Collaborate with supervisor to provide regular and ongoing communication, training, and education for service partner resources
• Manage supplies, food, equipment, etc. for office
• Dependent upon office staffing, the Operations Manager may also be required to perform or share the following duties (SDC and Resource Manager):
  • Utilize all available information to assign most appropriate service partner resource to every job
  • Confirm affiliate coverage by noon and other resources by applying established best practices
  • Collaborate with production to immediately resolve reporter quality concerns with appropriate remedial action
  • Build and nurture working relationships with all area service partner resources
  • Proactively manage jobs in progress to ensure service partner turn-in by applying best practices
• Other duties as assigned

Qualifications

MEASUREMENTS OF SUCCESS:

• Client revenue retention (churn): net year-over-year client revenue growth less shrinkage
• RARE margin
• Percentage of jobs turned in on-time and percentage of late jobs in “taken” status
• Reporter quality measured by reporter lates/no shows and reporter errors
• Ensure proper ratio of service partners measured by comparing required resources for territory coverage to actual available resources to maximize use of independent reporters and minimize affiliate usage

REQUIRED KNOWLEDGE, SKILLS or ABILITIES:

• Excellent interpersonal, verbal/written communication, and organizational skills
• Ability to learn Company’s technology platform
• Knowledge of MS Office Suite, including Excel and PowerPoint
• Superior client service mentality and ability
• Proactivity and responsiveness
• Team player, ability to work closely with others for a common goal
• Must be detail-oriented with the ability to plan work effectively, meet the deadlines assigned, and make sound decisions
• Ability to multi-task and shift priorities
• Ability to resolve challenges and drive process improvement
• Ability to work under pressure
• Strong management and leadership skills

EXPERIENCE QUALIFICATION:

• College degree preferred
• Minimum of three to five years management experience in an applicable field and/or industry

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Workspace is within a normal office environment with little exposure to excessive noise, dust, temperature and the like.
• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

Don’t meet every single requirement?  We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles.