Note: The job is a remote job and is open to candidates in USA. Optiv is seeking a Manager of AFC Program Management to lead teams supporting the service experience for Managed Services clients. The role oversees client escalations, operational planning, KPI measurement, onboarding delivery, service improvement, staffing, and revenue growth while partnering with Cyber Operations and Managed Services leaders.
Responsibilities
- Lead a team providing operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources
- Work closely with clients on reporting, escalations, and overall service satisfaction
- Collaborate and consult with Managed Service leaders on the overall advancement of the organization and Optiv in general
- Direct and drive KPI measurement, and process and documentation improvement
- Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
- Develop and maintain an educational environment where the knowledge and performance and morale of the group is constantly advancing
- Perform annual staff appraisals
- Establish and maintain regular written and in-person communications with the organization’s executives, other group heads regarding pertinent activities
- Ensure client onboarding projects are delivered on-time, within scope and within budget
- Manage a team of highly motivated, customer-focused individuals to manage the overall success of service offerings and retention of clients
- Review and report service performance against operating plans and standards, working in collaboration with the services delivery teams to monitor program metrics and KPI’s
- Drive program/client revenue growth by identifying cross-sell and upsell opportunities
- Present monthly and quarterly reports on service performance as requested or required both clients and Managed Services leadership
- Possession of excellent oral and written communication skills, including making clear and concise presentations to various audiences with an executive presence
- Performs other duties as required
Skills
- Bachelor's degree from a four-year college or university or equivalent work experience in a related field required
- 8+ years of professional services experience
- 8+ years leading customer service-oriented teams
- 8+ years professional experience in managed services
- Experience selling professional services
- Experience delivering client services
- Advanced business acumen and technical savvy required
- Experience with reporting platforms
- Sharp analytical abilities and the ability to make sound decisions quickly required
- Proven ability to make decisions and perform complex problem-solving activities under pressure
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write correspondence
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
- Strong written and verbal communication skills are a must
- Ability to clearly communicate via telephone, e-mail and written
- Master's degree or equivalent in a related field preferred
Benefits
- A company committed to our inclusive value through our Employee Resource Groups
- Work/life balance
- Professional training resources
- Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
Company Overview
Company H1B Sponsorship