Sr. Manager, Transcription Operations

 
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Jott.com is one of Seattle's hottest startups, delivering hands free email and text messages, notes to self and more, on any cell phone. The service has been called a "godsend" and "incredibly clever."

Our investors include the founder of Skype, the VC behind Overture and Hotmail, and Bain Capital. Our local investor is Ackerley Partners, one the country's most respected names in media and advertising. Jott has been featured in Time Magazine, USA Today, Technology Review, and many more. We were recently nominated as a finalist for CNET's Webware 100, and for the Northwest's top startup. And we were picked as a 2008 Company to Watch by Dow Jones, the publisher of the Wall Street Journal.

Jott is seeking a manager for the operations command center that is at the heart of our customer service experience. This professional will oversee an expanding group of transcription QA and customer service centers across the globe. The role requires experience with call center/customer contact center operations, familiarity with remote and offshore operations, and a proven track record of creating operational efficiency. Candidate needs to be rigorously quantitative, experienced with developing and implementing policies and procedures, familiar with contact center best practices, and comfortable with applying new technologies. This highly visible position reports to the VP of Operations.

Jott is based on Capitol Hill, a couple of blocks from downtown Seattle, surrounded by restaurants and cafés, and easily accessible via car or transit.

Duties and Responsibilities:

  • Oversee transcription center performance for the global "virtual" operations center
  • Own and manage root cause analysis/corrective actions process, and training
  • Develop and maintain system-wide policies and procedures
  • Advocate enhancements for added efficiencies and ongoing quality improvement
  • Serve as the "manager on duty" for escalation of field production issues
  • Develop forecasts, schedules, real-time analyses, reports and process flow documentation

Skills & Requirements:

  • Based in Seattle or willing to re-locate to this amazing part of the world
  • Experience and desire to work within fast-paced high tech or start-up environment
  • 7+ years analytical, planning, and people management experience
  • 2+ years working in a customer contact center environment, preferably in a supervisory capacity
  • 4-year degree from a top tier university, MBA desired
  • Amazing ability to analyze, trend, recommend, and present based on data
  • Talent for organizing, prioritizing, clearly communicating, and getting things done
  • Whiz with Microsoft Word, Excel, Powerpoint, Outlook and strong DB skills (preferably SQL)
    Please submit your resume, and an introductory paragraph, to jobs@jott.com, with Operations in the subject line.

    Date Posted:
    Thu, August 21, 2008 9:17 AM
    Company:
    Jott
    Website:
    http://www.jott.com
     
    Company:
    Jott
    Website:
    http://www.jott.com
    Location:
    Seattle, Washington, United States

    Jott.com is one of Seattle's hottest startups, delivering hands free email and text messages, notes to self and more, on any cell phone. The... [more]

     
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