Manager, Business Analytics

General Job Description:

Under the general direction of the Director of Business Processes, this position is responsible for analyzing and managing the profitability of the Facility Services Group (FSG) maintenance and customer portfolios. This includes internal accuracy of maintenance contract and customer information in our dedicated service database (IFS) as well as direct customer contact throughout the management and escalation process. At times this will also include verifying we are meeting and/or exceeding their expectations.

This position is also responsible for providing detailed information to internal stakeholders such as the SVP of FSG, FSG Sales Managers and/or Project Managers in both regions of the company. This includes compiling and distribution of reports and communication with Field Supervision regarding maintenance order fulfillment. Also, this position will work closely with the Service Sales Group to facilitate direct communication with our maintenance customers.

Supervises:

• Ensure complete and accurate customer and maintenance contract information exists in the service database.
• Review maintenance contract related cancellations and changes to existing agreements.
• Process maintenance price escalations as directed by Director of Business Processes or FSG Manager(s).
• Initiate customer contact as maintenance agreements are first processed and facilitate ongoing communication with the customers. This includes assisting in periodic customer "Care Calls".
• Provide necessary reporting to Field Management to ensure timely order fulfillment of maintenance services.
• Update and maintain maintenance contract related database master files.
• Review and provide to the Director of Business Processes and FSG Leadership profitability reports for all maintenance agreements. Work closely with field and sales to maximize profit related to these contracts.
• Provide regular detailed reports to all necessary parties on outstanding field quotes or other pending business items needing attention.
• Create, maintain, and regularly audit standard onboarding processes for new and existing customers.
• Create, maintain, and regularly audit the automatic customer escalation process.
• Create, maintain, and provide regular reporting on employee performance metrics for use by FSG Leadership.
• Any other duties and responsibilities as assigned by the Director of Business Processes.

Position Requirements (Skills, Knowledge, Abilities):

• 5+ years of computerized database management in a service environment.
• Extensive background in customer service.
• Strong analytical and problem solving skills.
• Extremely comfortable with Microsoft Windows environment including Excel and Word.
• Excellent writing and verbal communication skills.
• A driven self-starter with a strong work ethic to take the lead on initiatives and follow-through on commitments.
• Very organized with demonstrated ability to multitask.

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations' short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit; climb or balance and stoop, kneel, crouch, or crawl (for purposes of filling photocopier/printers).
• The employee is occasionally required to reach above shoulder height to access storage cabinets and mail cubicles.

Competitive Wages:
$106,000 to $143,000 Annual Salary. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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