Operations Manager

Job Description

Overview

Who we are:

The Lacek Group is an enthusiastic and supportive collection of brilliant, passionate, intellectually curious and surprisingly nice people who work on the leading edge of customer engagement to build longer-lasting, more profitable customer relationships. We are a collection of client-focused teams who listen, collaborate and celebrate together. We treat each other with kindness and respect, so it should not surprise you to learn that many of our people have been here for ten years or more. We are a specialist brand company of Ogilvy, one of the most creative and effective agencies in the world.

What we need:

We are currently seeking an Operations Manager to join our team. In this role, you will be responsible for managing activities that are part of the production of goods and services. Your direct responsibilities will include managing both the operations process, embracing design, planning, control, performance improvement, and operations strategy.

What you’ll do:

• Support: Triage and manage loyalty member support escalations
• Business rule configurations:
  • Follow client and vendor process for change management and escalation management
  • Translate business requirements into business rules and configuration specifications
  • Support loyalty management business rules per business requirements
  • Develop and map out requirements for promotion configurations
• Break-fix support:
  • Diagnose and solve technical issues related to business rule configuration or content management
  • Document, communicate and escalate defects as needed
  • Prepare and execute test plans, test cases and test data to ensure loyalty features, configurations, and content meet business requirements
• Technical Project Management:
  • Provide day-to-day work direction and oversight
  • Participate and lead project meetings related to requirements, testing, configuration, deployment and escalation management
  • Log tickets into JIRA system
  • Provide an executive summary of escalation management activities
  • Engage with client, vendors, and technical teams as needed
• Loyalty specific content management:
  • Maintain configuration documentation and procedures
  • Work within a content management tool (ie: AEM (Adobe Experience Management or similar tool))

What you’ll bring:

• 5+ years of relevant experience
• Bachelor’s degree in Information Technology/Business Administration or equivalent experience
• Ability to foster teamwork in a fast-paced environment, excel at collaboration and ability to work with multiple teams internally and externally
• Demonstrated ability to manage overall business initiative or several components of a large, complex project with direct experience in Agile and Scrum
• Good project management skills with the ability to juggle multiple projects/tasks across various user groups
• Collaborate and partner with cross-functional team members and stakeholders to deliver against defined goals
• Must be comfortable with ambiguity and ability to lead
• Ability to understand business needs and translate those to technical and operational requirements
• Understanding of ITIL Service Support concepts including Incident and Problem Management within a call center
• Preferred: hands on experience managing technology configurations at an enterprise level
• Preferred: prior experience with a Loyalty Platform tool (ie: Comarch Loyalty Management, Session M, etc.)
• Understanding of release management, deployment strategies and testing best practices
• Experience with data exchange protocols such as JSON and XML
• Experience with transactional data processing via batch files and HTTP and REST/SOAP APIs methodologies
• Experience creating and maintaining HTML and SQL
• Experience with Agile/Scrum management tools such as JIRA and Confluence
• Aptitude to learn and support new business technology systems

Competencies you’ll demonstrate:

• Agency Citizenship
• Continuous Improvement
• Continuous Learning
• Customer Focus
• Decision Making
• Initiating Action
• Managing Work (includes Time Management)
• Quality Orientation
• Technical/Professional Knowledge & Skills

You’ll love working at The Lacek Group – smart people, great environment, engaging culture, comprehensive benefits and fantastic growth opportunities. Your confidential inquiry is encouraged.

The Lacek Group

900 2nd Avenue South, Suite 1800

Minneapolis, MN 55402

The Lacek Group is an Equal Opportunity Employer