Manager, Systems and Implementation

Neighborly®

3d•Hybrid

About The Position

Manager of Systems and Integrations Are you looking for a place where you can bring your passion leading the creation and implementation of systems, tools, and processes that propel the NCS’s strategic initiatives and vision? Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate. As a Manager of Systems & Integrations on the Call Center team, a typical day for you will include: Evaluate and optimize current systems, on boarding and training practices to ensure uniformity and best practices. Collaborate with top franchisees and other Brands to develop and implement innovative systems. Design and manage reporting tools to track progress, measure performance, and identify areas for improvement. Be the driver of feature development, prioritization and rollout process for CaN and the portal based on feedback from brand, FO, reporting, and other inputs to maximize conversion and customer satisfaction. Oversee onboarding process ensuring monthly goal achievement. Ensure success for agents, brands, and FOs through set up of CaN and integration with POS, where applicable. Develop and implement tools and strategies to boost sales, reduce costs, and improve operational efficiency. Analyze customer needs, agent effectiveness and provide direction on best practices and emerging trends. Create and own the business case for the CaN application and drive for approval with brand leadership and other technical and non-technical stakeholders. Manage and update pricing models, ensuring accuracy and profitability.

Requirements

5+ years of verifiable experience in a similar role within a similar organization or industry.
Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) is required.
Experience in a consumer-facing call center experience with a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality.
Clear and effective communicator
Visionary leader
Analytical powerhouse
Collaborator extraordinaire
Tech-savvy champion
Bachelor's degree or equivalent experience in a relevant field, such as Management, Business Administration, Information Systems, or related program strongly preferred.

Responsibilities

Evaluate and optimize current systems, on boarding and training practices to ensure uniformity and best practices.
Collaborate with top franchisees and other Brands to develop and implement innovative systems.
Design and manage reporting tools to track progress, measure performance, and identify areas for improvement.
Be the driver of feature development, prioritization and rollout process for CaN and the portal based on feedback from brand, FO, reporting, and other inputs to maximize conversion and customer satisfaction.
Oversee onboarding process ensuring monthly goal achievement.
Ensure success for agents, brands, and FOs through set up of CaN and integration with POS, where applicable.
Develop and implement tools and strategies to boost sales, reduce costs, and improve operational efficiency.
Analyze customer needs, agent effectiveness and provide direction on best practices and emerging trends.
Create and own the business case for the CaN application and drive for approval with brand leadership and other technical and non-technical stakeholders.
Manage and update pricing models, ensuring accuracy and profitability.