Aggressive, assertive, "get stuff done" / "take charge" type personality sought for a position of operations manager and assistant to Chief Operating Officer of dot com technology company. Primary role is to assist in daily operations, primarily "putting out fires", managing staff, and vendors, along with dispute resolution.
The candidate will be working on the Operations team to manage the daily operations of our business as well as provide outstanding customer service to our clients and vendors. Thecandidate must be a dual threat who possesses extreme attention to detail as well as a deep understanding of customer service. The candidate must be incredibly organized and able to handle a flurry of ongoing tasks and responsibilities as she/he will be responsible for handling and processing business critical orders and communicating with clients and vendors alike. The Operations team is the engine that keeps the company running. The candidate must have a strong sense of ownership and responsibility for their work.
Dispute Resolution Manager
Respond to and address short-term urgent issues as they arise "on-demand" within a 4 hour window. Continue to manage issues and follow through to complete resolution.
Investigates researches and provides error resolution for initiated disputes with vendors.
Responsible for providing the customer or vendors with a written communication of the dispute within the required timeframes.
Maintain knowledge of assigned operations and regulations, analytical and technical skills required to perform the job effectively, and participate in training and cross-training.
Performs related clerical functions and duties, and special projects as assigned. Escalates anomalies, issues and problems to team leader and department supervisors.
Report to COO regarding ongoing status of issues
Act as gatekeeper between COO and staff or vendors.
Help create operational infrastructure "framework" (systems, processes, operating guidelines, documentation) provide execution control to monitor progress and support collaboration within the team and externally with partners and customer
Organize and update company documents, computer files, filing cabinet paperwork.
Your hours will be 11:00 am to 4:00 pm, Monday through Friday EDT. More flexible hours may be possible if acceptable.
You will be counted on to conduct proficient research and demonstrate the ability to make independent judgments within strict time constraints or deadlines required.
In addition, you will have the opportunity to maintain and strengthen your knowledge of policies, procedures and regulations as well as dispute processes. Prompt processing is of the utmost importance because these disputes have a high level of risk and must be carefully reviewed, researched and investigated.
You will also be responsible for handling correction and resolution of customer and vendor claims.
Ability to tend to issues on-demand
Attention to detail
Strong backbone, confidently can deal or argue and dispute issues
Communication / interpersonal skills
Demonstrated ability to make independent judgments within strict time constraints/deadlines required.
Strong research and analytical skills required.
Excels in solving critical dispute problems.
Technical competency including knowledge of spreadsheets, databases, e-mail required.
Proven ability to communicate effectively with customers and vendors, both verbally and in writing desired.
Ability to thrive under pressure
Knowledge of Telecommunications, Information Technology, or Software Development a plus
Knowledge of Microsoft Office Suite and expertise in Excel a plus
Knowledge of Basecamp, Salesforce, Outlook, Zendesk and other SAAS tools a plus
Must be 110% reliable w/ strong ethical compass.
High School, College, or greater
$15-25/hr based upon experience.