Our passion is helping people and organizations realize their full potential and increase their impact. We are seeking a new team member to join us by supporting the evolving Career Transition practice as the Service Operations Manager. The purpose of this role is to provide oversight to every aspect of the client lifecycle, ensuring high-quality service is delivered with individualized attention to all Waldron clients.
This is done in a variety of ways, which includes direct communication and contact with professional, manager, and executive levels clients, consultants, partner organizations, and Waldron staff. This role is integral in continuing the advancement of our best practices and processes, quality of services, and innovative products. As Waldron scales to meet the disruptive and agile talent trends informing the marketplace while also achieving our market growth goals, the CT Service Operations Manager supports Waldron CT leaders and consultants by providing and updating information and materials and acts as a resource for the team to be most effective. Additionally, the CT Service Operations Manager is the primary point of contact for Career Partners International (CPI) partner firms, located throughout the United States and internationally, and many HR contacts at our client companies.
Key responsibilities include: managing the referral process and database, developing and editing company reports, maintaining up to date training materials and process documentation, invoicing, Key Performance Indicators (KPI) tracking and reporting, and interacting regularly with individuals being referred to us for services.
Ideal Candidate Profile
The ideal CT Service Operations Manager is passionate about logistics and details, procedurally minded, and dedicated to supporting a team to reach its shared goals. S/he must thrive in a high-energy, fast-paced work environment while successfully meeting deadlines and effectively juggling multiple projects and stakeholder priorities simultaneously. S/he enjoys synthesizing data to create internal and external reports for the purpose of tracking the progress and effectiveness of the CT practice. It is also critical that s/he is very socially adept and has appropriately strong presence, projecting strength, competence, and confidence to establish creditability with internal and external clients. The successful candidate must be comfortable with ambiguity and have the ability to make sound decisions using informed judgement. The skills needed are comprised of the ability to assess risk and impact around decision making and taking action vs escalation to the Managing Director.
In addition to experience, success in this role includes recognizing problems and responding with a sense of urgency; using good judgment; following processes, making timely, thoughtful, sometimes difficult decisions; seeking and accepting input from others; and s/he has effective influencing skills. S/he has strong written, verbal, and non-verbal communication and interpersonal skills and appreciates process but does not require “black and white” rules to adhere to them.
The ideal candidate has at least 5 years of experience in operationally-based project management and at least 5 years of experience in customer service, preferably in customer facing roles. S/he also has experience working in an office setting, is comfortable with MAC platforms, and is proficient in MS Office programs, especially advanced Excel. S/he has a proven and repeatable track record of success in environments that require nimbleness, systems thinking, empathy, and levity, and s/he knows evolving is key to remaining relevant.
This role is located in our Seattle office, full time exempt status, Monday – Friday 8am – 5pm. Waldron has an exceptional flexible work arrangement policy that this position will be able to take advantage of occasionally.
Referral Management: Direct management and oversight of client referrals (inbound and outbound) and processes for all of our offices and global partners.
Market/Revenue Growth: Contribute to our market and revenue growth, through outreach and webinars, to individuals offered our services as part of a separation package.
KPI Reporting: Creation of reports used to track/monitor various business metrics, including: program usage, engagement, and satisfaction.
Monthly Reports: Management of monthly reports lifecycle including: inventory creation, reminders, ensuring 100% compliance and adherence to best practices, editing, and exporting, and packaging for delivery to client company HR leaders.
Systems and Process Management/Training: Ownership of all operational and administrative processes, policies, and best practices. Full accountability for ongoing usage by consultants and staff. Includes process improvement, database knowledge and management, ongoing training, and process documentation.
Administrative: Ongoing administrative tasks including scheduling, staff meetings, database setup/cleanup, event organization, maintaining up to date reference materials, etc.
Waldron is a leading Western U.S. based for-benefit consulting firm serving clients in the private and social sectors. For over 30 years, Waldron has helped organizations and individuals realize their full potential and sharpen their competitive edge. Across our three practice areas — Career Transition, Retained Search, and Effective Organizations— we design creative, flexible solutions that are executed with individualized attention and thoughtful client service resulting in measurable impact. We assist regional, national, and global clients with a full range of talent management services and are proud to be a Certified B Corporation™. Waldron is in the midst of a significant expansion and has achieved unprecedented growth across the business for the past several years. Waldron values inclusion, diversity, and social responsibility. We demonstrate these attributes not only in our service delivery across practice areas, but also internally as part of our corporate identity.
To Be Considered
We are committed to hiring a diverse workforce. Please send cover letter and resume to Loribeth Dalton, Managing Director, Talent, at email@example.com.