ICF International, Inc
Description Who we are: ICF Olson is a collective of world-class agencies delivering across the spectrum of customer experience: creative expression (Olson), public engagement (Olson Engage), customer relationships\/loyalty (Olson 1to1) and digital experiences (Olson Digital). Though experts in different areas, we are united in our common POV: Think like people. \u00ae This means everything we do is made from empathy \u2013 the key to brand success in a world of ever-shrinking attention and ever-growing choice. Learn more at icfolson.com Position Summary: Olson, 1to1 is seeking a Senior Operations Manager to work on one of our largest accounts. This person will be responsible for ensuring that the day to day execution and deliverables of the Loyalty Program are met. Main responsibilities will be to ensure bonus \/ promotion offers are set-up and validated, issue research and resolution, awareness of monthly system releases, ensure that ongoing batch processes and program functionalities are successful, as well as ad hoc projects as assigned. The Senior Operations Manager understands the client\u2019s business goals and works with agency resources to ensure those goals are met. To be effective in this role, it requires strong organization skills, system\/technology aptitude, relationship building skills, and meticulous attention to detail. Performance Objectives: \u2022Manage and provide work direction to an Operations Analyst direct report \u2022Understanding of Olson capabilities\/business requirements to ensure the Operations team can effectively triage potential issues \u2022Providing an Operations escalation point to our main client contacts \u2022Ensure client inquiries are acknowledged and triaged within our SLA \u2022Collaborate with our main client contacts and Project Managers to groom our development backlog \u2022Work to identify process efficiencies \u2022Create and maintain an Operational reference document that contains an overview on key functionality, issue triage steps, \u2022Demonstrates an ability and desire to build and maintain strong relationship with key internal stakeholders \u2022Uphold and improve the agency relationship with appropriate client contacts \u2022Ensure the quality and timely completion of all deliverables Qualifications What you\u2019ll need to succeed: \u2022BA\/BS Degree preferably in Communications, Marketing or Advertising \u20225-7 years of experience in loyalty program operations and\/or CRM Marketing in an agency environment \u2022Hospitality Industry knowledge preferred \u2022SQL and relationship database knowledge preferred \u2022Anticipates problems and challenges \u2022Collaborative multi-tasker \u2022Master of details \u2022Exceptional written and verbal communication skills \u2022Must excel under tight timelines and multiple assignments \u2022Ability to work with all levels and cross functional areas \u2022Passion for loyalty or travel industry; passion for working in a highly collaborative environment ICF Olson is an equal opportunity employer that values diversity at all levels. (EOE \u2013 Minorities\/Females\/ Protected Veterans Status\/Disability Status\/Sexual Orientation\/Gender Identity)
ICF International, Inc
Website : https://www.icf.com
The firm combines passion for its work with industry expertise and innovative analytics to produce compelling results throughout the entire program lifecycle, from research and analysis through implementation and improvement.