Avail- Customer Operations Manager (Remote Home-Based Worker)

Date Opened: Nov 21, 2021

Location: Remote, Remote, US

Company: Allstate Insurance Company

Avail is a car sharing service to help people get where they want to go–whether that’s to run errands, take an unforgettable road trip, or explore a new city–while helping locals earn cash from their unused cars. We are passionate about making shared transportation safe, simple, and affordable, and redefining what it means to own a car.

 

We’ve assembled some of the sharpest folks from across industries to compete against the antiquated system of traditional car rental. We put ideas into action and learn along the way in an open, collaborative work environment. As a part of Avail, you’ll make a direct impact and help build a business from the ground up. No matter where you’ve been, we’re always looking for fresh thinking and new perspectives. 

Job Summary

 

The Avail Customer Operations Manager develops the strategic design, planning, and implementation of programs and processes to support individual business function objectives and considers alignment with the broader corporate strategy. The role will have a large impact on the strategy and processes through which we provide exceptional service and support to Avail’s customers. 
 

Key Responsibilities

 

  • Demonstrates strong business knowledge, leadership, and general management skills 
  • Provides ongoing operational analysis of call center operations while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per interaction, cost per booking, service level, occupancy, etc.)
  • Develops communication strategies and materials to support new plans, programs, or processes 
  • Accountable for volume forecasting and ongoing refinement 
  • Develops strategic and operational parameters for collaborative efforts/teams with and across functional boundaries
  • Leverages statistical analysis to provide guidance and direction on development programs, processes, and initiatives
  • Develops reporting strategy to ensure the business can easily monitor SLAs, queues, cases, and tasks
  • Presents business cases and influences others to take recommended actions
  • Modifies and aligns existing and new initiatives to support changing business tactics 
  • When applicable, seeks to connect resources across departments to share expertise when appropriate
  • Consistently plans, implements, manages, and/ or sponsors highly complex projects with little direction
  • Provides business/technical consultation on moderate to highly complex projects
  • Establishes and tracks plan performance; coordinates and evaluates project controls and tracks/analyzes project ROI 
  • Serves as Leadership Escalation point of contact for all escalated customer issues and owns final decision 
  • Partners with Salesforce team to collaborate on new initiatives and ensure stakeholder alignment 
  • Manages all-project-related expenses 

 

Supervisory Responsibilities:
This job may have supervisory duties
 

Preferred Qualifications

 

Education and Experience 

  • Bachelor’s degree required
  • 5-7 years’ experience
  • 3 – 5 years project management and/or people leadership experience
  • Salesforce Service Cloud experience preferred 

 

Certificates, Licenses, Registrations

  • None 

 

Functional Skills

  • Strong project management skills including developing work plans, estimating and managing resources, time and budget
  • Strong communication skills (written and oral)
  • Possesses working knowledge of Avail processes, policies, and procedures
  • Strong intellectual curiosity with ability to focus it on business problems and analytical efforts 
  • Has the ability to solve routine and complex problems and establish new policies as needed 
     

That’s the day to day, here’s the bigger picture.

 

Avail was founded by The Allstate Corporation in 2018. But you’ll be working for (and at) Avail. Our work environment blends the ingenuity and flexibility of a startup with the scale and strengths of a Fortune 100 company. Perks include a generous PTO policy, flexible working options, and a focus on leadership, wellness, and culture. We also offer 401k, health insurance, and other employment benefits for your future.

 

See a job you love? We encourage you to apply, even if your experience isn’t a perfect match.

Learn more about life at Avail. Connect with us on Instagram and LinkedIn

 

We generally do not sponsor individuals for employment-based visas for this position.
 

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
 
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