Job Details
Job Location
Los Angeles - Los Angeles, CA
Position Type
Full Time
Salary Range
80,000.00 - $125,000.00 Salary / year
Travel Percentage
None
Description
PURPOSE OF THE POSITION :
- Build and maintain a base of clients for life through proactive management of client revenue retention and delivery of service excellence
- Coach, develop, and manage the overall performance of office staff and service partner resources
- Create a culture of client service within the office and create an office of engaged employees and service partners
- Control the expenses associated with RARE (revenue after reporter expense) margin by actively managing court reporter, affiliate, interpreter, and videographer utilization and costs
- In a leadership capacity, actively demonstrate company values
JOB DUTIES
Manage staff to specific performance expectations to create an engaged and accountable workforce that delivers a superior client experienceLead by example and manage the entire client experience (internal & external) in and with the office(s)Own the customer stabilization process for the market, including new client onboarding and escalation process for at-risk clientsProvide direction and lead in proactive and responsive case management with staffProvide direct client support and messaging to clients consistent with Esquire's go-to-market strategy in partnership with sales leadersCommunicate and foster relationships with local clients through telephonic outreach, client visits, and participation in local sales eventsEffectively and consistently partner with Center of Excellence (call center) to respond to client requests and exceed client expectationsActively manage all expenses within the budgetThrough active management, establish, recruit, and maintain service partner (court reporter, interpreter, videographer) headcount and positive working relationshipsConsistently evaluate service partner performance to ensure appropriate headcount and that service partners are providing excellent service to clientsCollaborate with supervisor to provide regular and ongoing communication, training, and education for service partner resourcesManage supplies, food, equipment, etc. for officeDependent upon office staffing, the Operations Manager may also be required to perform or share the following duties (SDC and Resource Manager) :Utilize all available information to assign most appropriate service partner resource to every job
Confirm affiliate coverage by noon and other resources by applying established best practicesCollaborate with production to immediately resolve reporter quality concerns with appropriate remedial actionBuild and nurture working relationships with all area service partner resourcesProactively manage jobs in progress to ensure service partner turn-in by applying best practicesOther duties as assignedQualifications
MEASUREMENTS OF SUCCESS :
Client revenue retention (churn) : net year-over-year client revenue growth less shrinkageRARE marginPercentage of jobs turned in on-time and percentage of late jobs in "taken" statusReporter quality measured by reporter lates / no shows and reporter errorsEnsure proper ratio of service partners measured by comparing required resources for territory coverage to actual available resources to maximize use of independent reporters and minimize affiliate usageREQUIRED KNOWLEDGE, SKILLS or ABILITIES :
Excellent interpersonal, verbal / written communication, and organizational skillsAbility to learn Company's technology platformKnowledge of MS Office Suite, including Excel and PowerPointSuperior client service mentality and abilityProactivity and responsivenessTeam player, ability to work closely with others for a common goalMust be detail-oriented with the ability to plan work effectively, meet the deadlines assigned, and make sound decisionsAbility to multi-task and shift prioritiesAbility to resolve challenges and drive process improvementAbility to work under pressureStrong management and leadership skillsEXPERIENCE QUALIFICATION :
College degree preferredMinimum of three to five years management experience in an applicable field and / or industryPHYSICAL ENVIRONMENT AND WORKING CONDITIONS :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Workspace is within a normal office environment with little exposure to excessive noise, dust, temperature and the like.The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.Don't meet every single requirement? We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles.
Salary : $80,000 - $125,000
