SingleSource Property Solutions LLC
Director, Resource Center (Project Management)
This Director role will create, manage and oversee functional areas within the Resource Center, the hub of SingleSource operations, including but not limited to Outsource, Training, Compliance and Onboarding, Recruiting, and Service Center. This is a key strategic member of the leadership team and will be working on enterprise wide strategy across multiple business lines and with all partner classes. This position will re-establish customer service both internally and externally through call center, panel management and training initiatives that will constantly reinforce the skills and tactics needed to maintain excellent service levels. They must possess the ability to handle multiple priorities and address present concerns while keeping an eye on future opportunities.
· Diagnose and analyze vendor partner utilization and capacity to provide road map for recruiting to fill any gaps
· Drive towards optimized partner strategy that aligns with company goals and department needs.
· Develop a roadmap for improving transparency of Resource Center activities as they are prioritized and executed
· Work with leadership team to establish value-based projects rooted in data and with consideration for market and customer needs, revenue goals and scalability
· Challenge status quo and bring new concepts to the table
· Create and standardize capacity model for all partner classes.
· Standardize recruiting programs and systems
· Benchmark call center, panel management and training processes.
· Implement standardized KPI for all functional areas and be able to speak on ROI for all projects, short and long term.
· Work cross functionally and across the hierarchy to present concepts and initiatives to drive cost and customer service improvement. This includes business unit leaders, technology and 3rd party teams.
· Work effectively with senior management as a member of a cross functional team to improve overall productivity without sacrificing quality and customer service.
· Continuously evaluate the skills and effectiveness of the management team and instill in all employees a culture of teamwork and best practices to achieve the goals of the organization.
· BA/BS preferred
· 10+ years of relevant work experience
· Customer-first mindset
· Excellent problem-solving, analytical and quantitative skills and ability to handle multiple tasks/projects concurrently.
· A highly analytical, motivated, decisive thought leader with excellent managerial skills.
· Strategic mindset with an ability to think broadly, refine questions, and develop analytical frameworks.
· Outstanding project management skills.
· Experience managing teams and partnering with multiple business functions.
· Proficiency in Microsoft programs (Excel, Word and PowerPoint).
· You are willing to welcome our H.O.M.E. values into your daily routine inside and outside of the workplace.
SingleSource is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.