• Works to achieve global and regional alignment to corporate strategy on performance management, marketing technology and process improvements
• Contributes to a nimble and data-driven, decision-making culture developing and refining regular reporting and diagnostic analytics to refine and improve marketing performance
• Guides stakeholders and colleagues, leveraging marketing automation capabilities, in carrying out continual marketing performance improvement cycles
• Lead Generation Strategy and Lead Management
• Provides insights on lead management performance and outlines areas for improvement based on diagnostics.
• Monitor and regularly report key trends, data and insights to relevant stakeholders
• Leverages and share best practices to improve lead performance
• Streamlines marketing and sales alignment on handoffs and related SLAs to improve overall lead management performance
• Monitors and analyzes marketing reports and dashboards to optimize lead flow process and revenue impact, support the lead lifecycle for Americas
• Tracks key metrics, identifies and communicates trends
• Proactively identifies gaps and opportunities, share insights across regions based upon analysis of data
• Driving and accelerating prospect and customer marketing initiatives by overseeing the execution of Equinix’s automation and technology processes
• Utilizes understanding of integrated marketing technologies to automate, optimize and streamline workflows and processes as mature over time
• Manages global vendor and production agencies to support the effective delivery of campaign services among consuming stakeholder groups (global/regional/field marketing, ODT/sales)

Skills: Strategic Alignment and Execution, Data Analytics and Decision Making, Marketing Automation Expertise, Lead Generation and Management, Performance Monitoring and Reporting, Collaboration and Stakeholder Engagement, Process Improvement and Optimization, Vendor and Agency Management

• Lead security operations team the analyst team in support of all designated Security Operations and limited Incident Response tasks.
• Provide guidance and escalation support on all functions
• Develop and track security operations metrics
• Analyze security indicators of compromise, analyze alert data, and take appropriate incident response actions
• Mature, design, and implement improvements to the security operations program
• Work with security engineering, infrastructure security, and security architecture to operationalize newly installed security tools
• Maintain an understanding of the current vulnerabilities, response, and mitigation strategies used in security operations
• Manage the resources in the SOC with regards to detection, response, mitigation, and reporting of cyber threats
• Provide technical guidance to team members in areas of cyber security.
• Manage individual and team performance to consistently meet performance standards.
• Develop a deep understanding of operational risks and drive the response process in order to minimize the impact of these risks
• Influence and improve upon existing processes through innovation and operational change.
• Develop and support strategic plans and projects to meet SOC goals and objectives.
• Coordinate training and exercises to ensure SOC team proficiency.
• Conduct after-action reviews to identify lessons learned and best practices.

Skills: Leadership and Team Management, Incident Response, Security Operations Management, Security Tools Implementation, Operational Risk Management, Process Improvement and Innovation, Project Management, After-Action Reviews and Continuous Improvement

• Plan and communicate patient movement to ensure appropriate resources are available to proactively manage hold hours and unoccupied bed time, as well decreasing the number of refusals through the intake center.
• Work to maximize utilization of all available resources in order to achieve departmental budgetary/productivity standards.
• Monitor and track productivity, quality, and customer service indicators.
• Ensures compliance, accuracy and additional education of the electronic bed board data entry of all personnel.
• Act as a primary point of contact for administration and implementation of Capacity Management Guidelines.
• Maintain appropriate staffing levels as per budgetary guidelines.
• Mentor and develop direct and indirect reports, training and coaching
• Develop policies and procedures needed to maintain the effective operation of the department.
• Ensure compliance with EMTALA, JCAHO and CMS standards.
• Monitors patient rooms to ensure the integrity of bedboard
• Works with the units to ensure timely discharges and patient movement to the Patient Services Unit
• Assist with dispatching critical EVS functions and patient room cleaning.
• Initiates and maintains communication throughout the day with the Emergency Department, House Supervisors, Patient Placement Coordinator and unit charge nurse.

Skills: Capacity Management, Resource Utilization, Monitoring and Tracking, Compliance Management, Staffing Management, Leadership and Development, Policy and Procedure Development, Communication and Coordination

• Working closely with sales and operations teams to provide consistent, responsive, and innovative service to the customers in the eastern Wisconsin market.
• Accompanying sales associates on calls with customers regarding opportunity identification and qualification for specific orders and projects
• Accommodating unusual or complex requirements on Customer orders
• Appropriately staffing the Solutions Center to meet production schedules. 
• Hire, train, supervise, develop, and provide support to associates, assisting in all day-to-day functions
• Scheduling and coordinating production scheduling across the region through collaboration with sales and purchasing.
• Developing and maintaining quality guidelines, a drawing and document retention system, work orders, safety training, and production and testing procedures in conjunction with customer input.
• Estimating and assigning labor charges to work orders through the use of cost-to-serve reporting.
• Staying alert for new equipment and tooling that can be added to the solutions center to maximize efficiency and profitability
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management.

Skills: Customer Service Excellence, Sales Support and Collaboration, Problem Solving and Adaptability, Team Leadership and Development, Production Scheduling and Coordination, Quality Management and Compliance, Cost Management and Reporting, Continuous Improvement and Innovation

• Oversee the daily operations of a contact center team to ensure performance metrics are met.
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with the Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
• Provide Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor contact center compliance with ISO standards.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
• Monitor and evaluate performance, write performance appraisals and provides corrective actions
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to the management level.

Skills: Contact Center Operations Management, Policy and Procedure Adherence, Training and Development, Quality Assurance and Monitoring, Performance Reporting and Communication, Regulatory Compliance, Problem Resolution, Process Improvement

• Proven experience as call center manager or similar position
• Experience in customer service
• Strong knowledge of operation functions, systems, policies and procedures for the assigned area
• Excellent organizational and leadership skills with problem-solving ability, coaching and ability to motivate employee
• Well-developed customer service and conflict resolution skills
• Excellent interpersonal, verbal and written communication skills
• Decisiveness and attention to detail
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Basic knowledge of banking operations and human resources

Qualifications: BA in Business Administration with 2 years of Experience

• Ability to complete the responsibilities outlined above.
• Master-level capability with Microsoft Project with the ability to build a range of project, programs, and integrated master schedules.
• Ability to resource load schedules and properly estimate relationships and durations.
• Good – Excellent writing and verbal communication skills.
• Ability to manage conflict effectively.
• Ability to adapt and be productive in a dynamic environment.
• Strong communication and collaboration skills supporting multiple stakeholders and business operations.
• Expertise in understanding and mitigating risks to business operations.
• Self-starter, self-managed, and team player.
• Experience with ExtraHop, SevOne, NewRelic and Splunk monitoring tools.
• Familiarity with ISO 27001 focused on data privacy and network security.
• Experience with Solaris v10/11, IBM z/OS, z/VM, Websphere and RedHat Linux platforms
• Broad understanding of developing and building IT technologies in network and cloud services.

Qualifications: BA in Operations Management with 3 years of Experience

• Experience in managing call center or back office operations for a healthcare-related organization preferred
• Experience in Call Center Management and People Management
• Experience with the State of Missouri Department of Social Services and knowledge of Missouri HealthNet regulations
• Ability to manage large-scale operations, including single or multiple sites.
• Working knowledge of healthcare and call center technology including ACD, IVR and resource management tools
• Experience working with culturally and linguistically diverse, and disadvantaged populations.
• Computer literacy, ability to quickly learn new software programs.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Strong client management skills.
• Excellent interpersonal, written and verbal communication skills.
• Flexible and adaptable to change.

Qualifications: BA in Organizational Leadership with 2 years of Experience

• Experience in the contact center environment, involving people management of up to 90 people, client management, and operational delivery.
• Experience in owning and driving efficiencies in performance metrics and cost to serve. 
• Experience in leading the evolution of those metrics to meet emerging needs as our business scales.
• Strong analytical skills and the ability to drive changes. 
• Experience in setting appropriate and realistic goals and expectations to achieve plans. 
• Taking accountability for delivering results.
• Experience effectively partnering with senior leaders and diverse teams across local and remote offices to drive results.
• Customer satisfaction as a priority in all instances.
• Information technology-based concepts, hardware, and software knowledge.
• Program schedule, cost, scope, and performance knowledge.
• Be fluent in English (C1 level), additional European languages are highly valued.

Qualifications: BA in Industrial Engineering with 4 years of Experience

• Experience in managing people in a technical environment with knowledge of Data Center Operations.
• Experience applying PMI PMBoK methodology and artifacts to manage projects and programs, and 
• Experience Leading VA or DoD engagements (or comparable federal agency)
• ITIL certification (above ITIL Foundations)
• Experience leading large infrastructure support, data center and network operations programs using the ITIL methodology.
• Ability to establish large, geographically-dispersed teams providing operations support work, in a demanding, 365x24x7, customer-service-oriented environment.
• Must be capable of working closely with the VA PM and technical resources to understand issues and work toward resolution
• PMI PMP certification, or equivalent.
• Proficiency with MS Office Suite, including MS Project and SharePoint.
• Able to pass a background check to obtain a Public Trust (High-Risk) Position.

Qualifications: BA in Human Resources Management with 5 years of Experience