Our client is hiring for a Manager, Client Services. This is a unique opportunity for an experienced operations manager and problem solver to join a leading funeral planning and concierge service. The company offers 24/7 advisors who personalize funeral plans, compare and negotiate prices, and work with insurance companies to provide timely funds to beneficiaries.
About the Company
Founded in 2001 by a group of funeral industry professionals, the company was the first nationwide funeral planning and concierge service. It simplifies the funeral planning process by providing comprehensive end-of-life services, both for advance planning and at the time of need. Millions of people across the U.S., Canada, and the UK trust the company to guide them through funeral-related decisions and to execute those plans.
Headquartered in Houston's Galleria area, with operational centers in Tulsa, Houston, and Toronto, the company serves as an impartial consumer advocate, without selling funeral goods or services and without receiving commissions from funeral homes or service providers.
Key Responsibilities
Operational Management
- Ensure smooth day-to-day operations of the following functions:
- 24x7 Call Center
- Websites
- Data Feeds
- MS Dynamics
- Identify operational inefficiencies and areas for improvement.
- Manage resources, timelines, and performance optimization across departments.
- Monitor and report on performance, identifying and addressing any concerns.
Sales and Marketing Support
- Support sales teams and marketing campaigns to drive revenue.
- Ensure consistency in branding and messaging across marketing efforts.
- Collaborate with the VP on various marketing initiatives and strategies.
- Assist with writing and editing marketing content, reports, and communications.
- Support employer branding efforts, ensuring the company is seen as an attractive employer in the market.
Customer Relationship Management
- Build and nurture relationships with key customers and stakeholders.
- Address client concerns to ensure exceptional customer satisfaction.
Documentation & Reporting
- Generate operational, performance, and customer reports for management.
- Proactively engage with operational partners to foster long-term relationships.
Event Planning
- Manage event budgeting, planning, and execution for corporate events and initiatives.
- Assist with scheduling and coordinating the company's participation in conventions and large meetings.
Collaboration and Presentation Support
- Collaborate with the VP to help drive strategic initiatives across departments.
- Assist in creating and editing PowerPoint presentations for internal and external purposes.
- Contribute to the development and refinement of strategic communication materials.
Additional Ad-Hoc Tasks
- Perform additional tasks and duties as assigned by senior management to support the business needs and goals.
Qualifications
- Education: Bachelor's degree in Business Administration, Management, or a related field.
- Experience: Minimum of 5 years in business management, operations, or a related role.
- Approach: Must possess a "bird's eye view" approach and be able to think as a "whole system thinker," understanding the broader impact of decisions and aligning them with overall business strategy.
Skills
- Strong leadership and team management capabilities.
- Excellent communication skills with the ability to deliver fast results and document key actions.
- Exceptional organizational, analytical, and problem-solving abilities-this role requires a candidate who can identify and solve problems quickly and efficiently, often under pressure.
- Proficiency in Microsoft Office Suite and familiarity with CRM applications.
- Familiarity with WordPress is a plus.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Expertise in creating and editing PowerPoint presentations.
- Strong writing and editing skills for both internal and external communication.
Ideal Candidate
- A proactive, resourceful problem solver who thrives in a dynamic, fast-paced environment.
- Significant experience managing business operations and overcoming challenges through creative solutions.
- Comfortable working with senior management and contributing to strategy development.
- Able to foster relationships and improve operational processes to support company growth.
- Possesses a comprehensive understanding of systems and processes, with the ability to see the "big picture" while ensuring that every element works cohesively within the larger strategy