Manager, Customer Operations
POSITION OVERVIEW:Bloomberg BNA provides legal, tax and compliance professionals with critical information, practical guidance and workflow solutions. We leverage leading technology and a global network of experts to deliver a unique combination of news and authoritative analysis, comprehensive research solutions, innovative practice tools, and proprietary business data and analytics. Bloomberg BNA is wholly owned by Bloomberg LP, the global business, financial information and news leader. Bloomberg BNA Seeks a Manager, Customer operations to lead and manage team responsible for supporting assigned customer segments and sales reps with business processing issues and policy and practice questions (eg, pricing/packaging; account maintenance/changes; order submission; invoicing and presentation questions). In collaboration with business unit stakeholders, develops practices and policies, and implements plans related to external customer communications and renewal and collection efforts. Serve as internal advocate and champion for leveraging current industry best practices and lean operational strategies to ensure supporting work-flows are optimally designed to foster efficiency and deliver business value. Manage assigned staff. RESPONSIBILITES: . Support assigned customer segments and/or sales reps with business processing issues and policy and practice questions. Eg:o Pricing and packaging related issues or concernso Assistance with account maintenance o Issuance of standard or customized invoices and supporting communications to customers and sales repso Assistance to reps on how to properly submit orders o Guidance to reps related to BBNAa€ (TM) s standard customer operations policies and practices . Support assigned external customer communication campaigns, working with business unit stakeholders to jointly define success criteria and metrics; monitor results and make appropriate corrective actions when needed to ensure success. . Support renewal and collection efforts for assigned customer segments. - Collaborate with business unit stakeholders to define practices and policies related to all renewal and collection activities, with a focus on defining:o Appropriate business metrics to measure return on investmento Prioritization filters to assess when to shift from one form of activity to anothero The proper cadence for reviewing and refreshing existing criteria to ensure it continues to address current market needs . Act as a liaison between unit and difficult customer accounts and with BBNA call centers regarding customer support activities. . Support unita€ (TM) s automated systems and routinely assesses effectiveness.o Develop and manage productivity measurement systems for subscriber maintenance, renewal and collections, external customer communications, saving lost business, and maximizing productivity.o Design reports to highlight actionable business information around retention, collections received, and emerging trends from customer or rep feedback.o Manage information networks that integrate with other call center units, sales operations, and administrative support units. . Create monthly analyses of unit results and customer/market feedback and trends. . Serve as internal advocate and champion for ensuring current best practices are followed and operational efficiency is being advanced- Regularly examine current work-flows, processes, and/or reports to ensure they are constructed in the most efficient manner and are delivering business value to customers (whether internal or external)- Remain abreast of current industry best practices related to customer operations and support and advocates for change in support of units goals and BBNAa€ (TM) s goals.- Apply a€œlean operationsa€ thinking and strategies to new initiatives to ensure supporting work-flows, processes, and practices are developed in a manner that fosters and promotes operational efficiency. . Manage assigned operation(s), activities, and staff.- Supervise, train, guide, and advise staff to develop and maintain knowledge and skills and to ensure accuracy, quality, and timeliness.- Make recommendations concerning employment, termination, performance, and other personnel actions.- Ensure that corporate and other applicable policies, procedures, and schedules are followed.- Recommend, approve, and implement operationa€ (TM) s policies, procedures, and schedules within limits of authority.- Monitor operations throughout the year to ensure adherence to budgetary controls. . Participate in special projects and perform other duties as assigned. REQUIREMENTS:5+ yearsa€ (TM) experience in a combination of customer service, research and analysis, technical writing and managing automated information systems in a call center environment; demonstrated thorough knowledge of customer and call center functions including maximizing retention and renewal call activities; demonstrated ability to research, interpret, and analyze data; excellent organizational, analytical, and project management skills including the ability to lead and work effectively, both independently and in a team environment, under deadline pressure, multiple projects, and shifting priorities; demonstrated ability to use BBNA office productivity software; excellent oral and written communications skills including active listening and telephone skills; ability to create and maintain strategic relationships with customers and internal business units; knowledge of PC-based application software, operating systems, and hardware functionality; prior supervisory experience preferred; Bachelora€ (TM) s degree with coursework in business administration, research methods, and/or marketing or equivalent experience. Bloomberg BNA, a wholly owned subsidiary of Bloomberg, is a leading source of legal, regulatory, and business information for professionals. Its network of more than 2,500 reporters, correspondents, and leading practitioners delivers expert analysis, news, practice tools, and guidance a€" the information that matters most to professionals. Bloomberg BNAa€ (TM) s authoritative coverage spans the full range of legal practice areas, including tax & accounting, labor & employment, intellectual property, banking & securities, employee benefits, health care, privacy & security, human resources, and environment, health & safety. Bloomberg BNA offers a comprehensive benefits package including tuition reimbursement, domestic partner benefits, transportation subsidies, annual and sick leave, parenting leave, 401(k), and much more. Bloomberg BNA IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg BNA has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or familial status, genetic information, disabled veteran, veteran, veteran of the Vietnam Era, or any other classification protected by law. .