FLSA Status: Exempt
Location: Dallas TX
Basic FunctionThe Manager, Operations Support works collaboratively with Director, Program & Process Excellence, Affiliate Network Department, cross functional HQ teams, and Affiliates to assess and improve operational support and performance. This role will necessitate building strong working relationships with Affiliate staff and Headquarters departments, with a focus on customer success. The main areas of responsibility include: ensuring Komen’s customers get quality and timely guided support and assisting customers (primarily Affiliates) with compliance-related support.
Primary Responsibilities• Manages the daily work of the Support team. Coaches, mentors and provides opportunities for professional development. Delegates and plans workflow in order to meet day-to-day operational requirements of operational support• Actively participates in hiring and onboarding of any additional operational staff• Identifies need for and contributes to documentation and instructional guides for the support team, as well as all customers (HQ departments, Affiliates, and donors)• Identifies process challenges and issues with current processes and works collaboratively with the Program & Process Excellence team to streamline tasks and leverage any operational systems for all supported customers• Coordinates with the Legal/Compliance team on compliance-related tasks/needs, ensuring Komen Affiliates have adequate support and guidance for maintaining compliance with the Komen Operating Guidelines and Agreements• Manages the process for maintaining accuracy of Affiliate information in operational systems• Guides HQ and Affiliate customers in processes involving data collection and reporting, and provides training to ensure they can accurately capture data in Komen’s shared systems including: SalesForce, People Soft, Smart Simple, etc.• Supports all customer-facing technology products, including Luminate Online, Salesforce, WordPress, and others• Develops internal processes and documentation for the operations support team to use for training and maintaining support Service Level Agreements• Assist with ensuring Affiliate merger tasks are completed on time, accurately, and within compliance• Performs other duties as assigned.
Minimum Experience RequiredThe ideal candidate will have:• Minimum 3 years-experience working in operations or support for a mid-sized or large department or organization• Bachelor’s degree in business operations, IT, or general management. Experience may be substituted for some of the education experience• Possess experience overseeing support teams or operations teams• Excellent interpersonal skills and a collaborative management style• Capacity to create and sustain servant-oriented, customer-centric culture• Proven ability to thrive in a fast paced, technology driven service environment• Demonstrated success working in highly collaborative/cross-functional environments• Maintain stable, compliant, efficient systems
Preferred Experience• Experience working in a franchise for-profit or federated non-profit environment; Leadership experience with a multi-site, multi-channel, geographically distributed service related team.• Excellent verbal, analytical, organizational, writing and presentation skills. Ability to effectively present information to internal and external customers.• Flexibility to quickly adapt to changing business demands, processes or strategy.• Demonstrated ability to take initiative and ownership with focus on continuous improvement.• Embody a customer focused, servant leadership approach to others and sense of professionalism in all interactions.
Specialized Knowledge Requirements
Department:Information Technology/Gift Management System
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