Manager, Managed Services (A Customer Service Management Role)

Ready to make a difference?  Want to be a part of something that could change people?s lives forever?  Then join the driving force behind the only company that focuses on improving driving behavior by predicting and preventing accidents.  If you thrive in a high-energy, fast moving environment, then consider a career at DriveCam.

 

Recently ranked 67th out of the top 500 fastest growing privately held companies in the U.S. by Inc. Magazine, DriveCam is a global risk management company that reduces claims costs and saves lives by improving the way people drive. Through our innovative method of combining sight, sound, expert analysis and driver coaching, DriveCam has reduced vehicle damages, worker?s compensation and personal injury costs by 30 to 90 percent in commercial and government vehicles. We have the world?s largest repository of events reflecting actual risky driving behaviors.  Our amazing growth has created an immediate opportunity for an experienced Manager of Managed Services to provide on-going management of a team of Driving Behavior Analysts who assess risky driving behaviors for commercial and government fleets. The service includes in-vehicle video recorder, playback software and expert analysis to identify and eliminate behaviors that are known to increase the likelihood of a collision.  DriveCam?s Managed Services Team makes it easy for fleets to try, buy and directly reap the benefits in reduced damage claims from improved driving behavior by providing expert event analysis.

 

Responsibilities: Provide strategic and tactical leadership and direction for the delivery of post-sales/ customer service and support to clients/customers.Supervise a team of Driving Behavior Analysts to ensure they meet all performance guidelines.  Selects, develops, and evaluates personnel to ensure efficient operation of the Review Center.Build and maintain successful partnerships with internal and external stakeholders.Establish and maintain effective customer/client relationshipsOversee a range of on-the-job or structured training for your team, including the mentoring of staffMonitor the daily process of quality assurance for all events analyzed by the team and apply techniques, procedures and practices to ensure the highest quality of analysis of Customer video clips Develop and implement departmental procedures that improve efficiencies and increases customer quality results.Analyzes operational processes, escalation procedures, and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the clients.Contribute effectively both individually and as part of a team, as well as promote cross-team collaboration

 

Requirements:Bachelor?s degree or equivalent and minimum 3 years supervisory experience performing similar duties.  Proven leadership abilities, including the formulation and implementation of new processes, techniques, and training programs to build and develop a high performing team Superior communication skills, both verbal and writtenDemonstrated ability to monitor progress and ensure that targeted service level goals are metMust be able to build and maintain productive internal and external relationshipsDevelop innovative and creative approaches to address any issues or challenges that may arise within the groupExperience in a Call Center, Claims Processing Center or Customer Service Supervisory role highly desirable.

 

There has never been a better time to join DriveCam. Become a part of something that?s making a difference in our world.  Please Email your resume (in Word format preferred) to jobs@drivecam.com .  Include Job Code: MMS in the subject line.  Local applicants only, please.  We are unable to provide relocation assistance for this position.  No recruiter referrals accepted.  To view our technology in action, please visit: www.drivecam.com. EOE