Program Support Manager (Remote)

MJK Connections is running the search for a fully remote Program Support Manager for our amazing client, Member Loyalty Group.

Check out the description below.

Member Loyalty Group, business revolves around our credit union partners. Our goal is not just to provide superior member loyalty programs, but also a world-class partner / client experience.

The Program Support Manager will lead the MLG Support Team, assisting the MLG Team and clients as they develop and work to maintain a successful member feedback program.

RESPONSIBILITIES :

• Set the overall vision and strategic plan for the Support Team, leading a world-class partner / client experience.
• Define and optimize partner / client experience by driving programs and initiatives to improve engagement and lead a culture of continuous improvement.
• Work closely with the Chief Experience Officer and other team members to align on strategies, emerging partner / client needs, and account opportunities (i.

e., opportunities and risks).

• Lead the MLG Support Team. This includes, but is not limited to :
• Ensure effective and efficient closure of support tickets.
• Address major issues / requests escalated by the Support Team, or those directly initiated by the client, and develop necessary resolution where needed.
• Act as liaison with MLG Build Team on support requests, escalations, system enhancements & releases.
• Develop actionable reporting related to support requests and client needs.
• Develop self-help support resources for the MLG Support Team.
• Identify and communicate which clients may need intervention by the Partner Success or leadership team.
• Provide regular coaching for Support Team members to ensure they have the expertise, support philosophy and tools to provide the high quality service that MLG is known for.
• Ensure Support Team members adhere to MLGs security standards, support procedures and service expectations.
• Coordinate with leadership to complete annual performance appraisals.
• Conduct partner / client meetings, as needed, with existing clients on program related items, including import and export files, APIs, SMS messaging, Digital Surveys, etc.
• Includes coordination of any subsequent follow-up that may stem from conversations (Support activities, enhancement requests, etc.)
• Translates client needs and requirements into required forms / tools necessary to facilitate enhancement requests
• Strong technical aptitude with the ability to independently learn new technology.
• Train new team members.
• Assist in the hiring of new team members.
• Track and provide regular status of client issues.
• Manage multiple projects and prioritize tasks among the clients.
• Actively contribute to ongoing process improvement and efficiency efforts.
• Support Leadership Team with program related projects.

QUALIFICATIONS :

• Demonstrated progressive experience leading customer support or technical support teams. Professional services experience is a plus.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Strong technical aptitude with the ability to independently learn new technology.
• Must have excellent verbal, presentation and written skills. Ability to deliver complex information in a clear, concise, and relevant manner.
• Detail-oriented, well organized and able to handle multiple tasks. Able to work independently with minimum guidance.
• Interpersonal skills : ability to interact professionally with a diverse group of partners, colleagues, executive leadership and subject matter experts to drive decision making.
• Bachelor degree preferred
• Have a solid understanding of software programs including but not limited to Microsoft Office Suite, Project Management tools, Zoom
• Must have professional demeanor, positive attitude, patience, flexibility and a desire to provide exceptional service to internal and external partners.
• Has a thorough understanding of the credit union industry.
• Has a thorough understanding of Net Promoter, Customer Effort Score, and other customer experience metrics.
27 days ago