Lead, Account Operations
New
Registered States: Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, Wyoming, and Washington D.C., all U.S. time zonesFull-TimeLead
Salary$81,350 - $99,400 - $117,400
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Job Details
- Experience
- 4+ years of experience working in a support environment OR 3+ years of experience in and demonstrated proficiency with Account Operations work; 1-2 years of people management experience.
- Required Skills
- Project ManagementData AnalysisPeople ManagementCustomer serviceProcess improvementHubSpot
Requirements
- 4+ years of experience working in a support environment, OR 3+ years of experience in and demonstrated proficiency with Account Operations work.
- 1-2 years of people management experience or demonstrated leadership through coaching, mentoring, or supervising interns/temporary staff.
- Demonstrated ability to improve and streamline processes and manage complex projects across many stakeholders.
- Experience working with support ticketing systems like HubSpot.
- Understanding of customer service metrics.
- Consistency and reliability in following through on commitments, completing projects, and achieving goals.
- History of taking ownership of work and engaging in self-reflection.
- Demonstrated ability to build healthy, authentic, and trusting relationships with colleagues.
- Availability during established, regular business hours (Mon-Fri).
Responsibilities
- Manage and develop a cohort of staff within the Account Operations team, ensuring team goals are met across assigned work streams.
- Lead team members through complex judgment calls and time-sensitive issues with internal and external stakeholders.
- Provide direct reports with specific, actionable, and differentiated feedback through regular 1-on-1 meetings.
- Lead the planning, execution, and monitoring of long-term projects, ensuring adherence to project timelines, objectives, and budget constraints.
- Lead efforts to recover funds from campaigns and organizations that incur negative balances due to contribution refunds.
- Serve as a trusted resource and escalation point for complex Account Operations issues across the organization.
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