Manager, ECS Delivery

McLeod Software • Hoover, AL

9h

About The Position

The Manager, ECS Delivery manages the resources and workload distribution for ECS Delivery team members. This role works with team members, and within the overall ECS Operations team, to plan and execute on delivering projects with customer success.

Requirements

• Ability to learn internal software and systems.
• Ability to clearly convey information to clients and internal teams.
• Ability to work independently and as part of a team.
• Strong analytical abilities with a focus on attention to detail.
• Ability to manage competing priorities and projects effectively.
• Ability to meet deadlines and plan strategically in a fast-paced environment.
• Ability to identify issues and implement solutions quickly.
• High school diploma or equivalent with 9+ years of experience providing customer support for enterprise software in a fast-paced environment, or a bachelor's degree with 5+ years of related experience, required.
• Have intermediate knowledge of Microsoft Office Suite.

Nice To Haves

• Experience as a Team Lead with McLeod, a plus.
• Experience in the transportation or logistics industry, especially the less than truckload (LTL) sector and experience with transportation management systems (TMS) are preferred.
• Working knowledge of McLeod’s Raptor and McLeod’s suite of products, highly preferred. (LoadMaster, DocumentPower, PowerBroker).

Responsibilities

• Manage ECS delivery resources and workload.
• Lead project assignments and team outcomes.
• Develop SOPs, training, and onboarding.
• Drive performance, service levels, and improvement.
• Manages the resources and workload distribution among ECS Delivery resources.
• Assigns project work and lead team deliverables and outcomes.
• Forecasts work assignments based on future demand.
• Collaborate with internal and external resources to plan and execute project work.
• Responsible for leading the creation of Standard Operating Procedures (SOP’s) including Business Process Reviews, Roadmaps, sales engagements, daily workflow, employee training, new employee onboarding and industry certifications for ECS delivery resources.
• Identifies and acts on improvements and opportunities within ECS Delivery.
• Serves as an issue escalation point for ECS Delivery team matters and engages accordingly with internal and external resources.
• Sets and manages expectations and service levels for internal and external customers.
• Defines KPI’s and manages to desired results.
• Directly supervises up to 15 non-supervisory employees for the ECS Delivery team.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Benefits

• The CCEP (Certified Customer Experience Professional) certification from CSIA (Customer Service Institute of America) must be completed within the first 60 to 90 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree