Job Description

Direct message the job poster from Crane Talent Group

Founder & CEO @ Crane Talent Group | Executive Search & Talent Strategy | Kellogg MBA

Crane Talent Group is managing this search on behalf of the company.

COMPANY BACKGROUND

The company is looking to hire a proactive, detail oriented and genuine General Manager, who has desires to grow into a COO position. This hire must be a proven leader who will lead the Customer Service, Business Development and Fulfillment teams. As such, the ability to prioritize ruthlessly and execute beautifully across conflicting issues will be necessary for success. Reporting to the CEO, this position will be the go-to contact for all operational needs. When needed, the GM can escalate problems to the CEO, but should bring several potential solutions. Experience in healthcare is preferred. The position will be very hands-on, and true to their core values, the company is looking for a proactive spirit who believes no role is below them. This is a highly visible role in which you will work closely with the CEO, management, and any advisors.

The role is based in Minneapolis, MN and is in-office 5 days / week.

KEY RESPONSIBILITIES

Leadership and Team Management:

• Participate in weekly manager meetings and quarterly EOS sessions.
• Manage and lead a team of three direct reports + 45 indirect reports
• Oversee team goals, performance reviews, hiring, training, and development.
• Ensure team members meet KPIs and have clear goals and objectives.

Contact Center Management:

• In concert with department leadership, ensure the Customer Support team stays excited about and motivated by the company's mission, vision, and values
• Design and document the hiring, onboarding, and training of new Customer Support Representatives
• Own the contact center knowledge base, ensuring all content is kept up to date in our system
• Refine Customer Support performance reporting and performance measures
• Identify opportunities and design programs around upskilling high-performing employees
• Develop standard rep messaging around product, insurance, etc. issues
• Act as final point of escalation for customer issues
• In concert with department leadership, ensure the Fulfillment team stays excited about and motivated by the company's mission, vision, and values
• Design and document the hiring, onboarding, and training of new Fulfillment team members
• Refine Fulfillment performance reporting to ensure team is aligned around the mission and performance measures
• Assist and advise on inventory management
• Advise on capital expenditures required for seamless fulfillment of our products

Business Development:

• Oversee the company's retail operation and monitor for opportunities to improve our floor product mix, presentation, etc.
• Support efforts to diversify or change our product offerings

Reporting and Analysis:

• Prepare reports for the Board of Directors (BOD), investors, and management team
• Prepare decks and materials for BOD meetings and investor presentations.
• Provide ongoing management reporting and analysis, supporting strategic priorities.

DESIRED OUTCOMES

• Customer Support, Fulfillment, and Business Development achieve their weekly KPIs and quarterly goals
• The company remains on or ahead of quarterly and annual plan
• The company has standard operating procedures informed by best practices for service delivery
• The company has an informed hiring, onboarding, and training plan considerate of double-digit annual growth
• The company has a comprehensive product diversification strategy

IDEAL EXPERIENCE

Experience

• 7+ years of experience in highly regulated industries (healthcare preferred), or in companies where product quality and compliance are critical.

You want to grow

• You will enter the company as a GM and, through exceptional performance, will grow to COO
• You want to make everything more efficient and can capably document the process.
• You have some exposure to revenue cycle management and/or compliance

Customer Service

• You have managed a great 25+ rep contact center and understand the best practices and tools that made it great
• You have used and understand enterprise software (e.g., an EHR, ERP, CRM, etc.)

Logistics

• You understand how to think about product delivery and the associated requirements
• With nearly 50 people reporting up through the GM, you will need to support and coach your team. This will be one of the most important aspects of your role.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, Customer Service, and Supply Chain

• Industries

  Retail Health and Personal Care Products and Health and Human Services

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Inferred from the description for this job

Medical insurance

Vision insurance

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