VE - Operations Lead Accounts (Internal)

(Internal Candidates Only – Job Description not to be shared externally) 

Who is Blueprint?

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

Why Blueprint?

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, and 401k.

What will I be doing?

Blueprint is looking for an Accounts Operations Lead to be part of the team. 

As an Operations Lead, you will be a liaison to the Team Lead (TL) and Senior Operations Lead roles while directly overseeing and coordinating day-to-day operations for the designated Line of Business (LOB). The Operations Lead is a detail-oriented and organized individual that will partner closely with Leadership as well as Team Leads (direct reports) to ensure daily operations and team performance is maintained in order to deliver excellent customer service to the users and ensure client satisfaction.  This role will be expected to manage and respond to tickets as well as manage several teams within the designated LOB. The primary functions of this role include strong collaboration and communication amongst Leadership, Operations Leads peer group, TLs and agents.

Duties/Responsibilities:

• Manage and oversee the daily operations and performance of the designated LOB under general direction and guidance of the Senior Operations Lead, ensuring alignment with internal and client expectations.
• Manage Team Leads in designated LOB including conducting regular one-on-one meetings, review of timecards and attendance/schedule adherence, review TicketMaster feedback, queue volumes, SLA’s and address concerns/changes as needed.
• Perform ticket work to remain proficient in frontline operations, maintain proficiency in multiple lines of business, and have solid understanding of Confluence in order to support teams effectively.
• Manage, lead, and partner with Team Leads to drive coaching, performance improvement, and proactive accountability measures.
• Monitors workflow changes and pivots across LOB and immediately communicate necessary information to the team and leadership. 
• Monitor and analyze TL and agent performance data and metrics on a daily basis, including thoroughly reviewing dashboards, agent action reports and ticket dives, to identify trends and areas for improvement, partner with Senior Operations Lead to discuss concerns and include HR if further performance management actions or progressive disciplinary steps are necessary.
• Provide leadership and direction to TLs and agents, assist with setting goals and expectations and provide guidance, coaching and support.
• Identify and resolve problems and issues that arise during the course of the day-to-day operations such as employee concerns, client concerns, etc. and partner with Senior Operations Lead and/or HR for additional support and to ensure visibility and alignment with next steps and proper documentation.
• Prepare and facilitate client meetings along with the Director, Senior Operations Lead providing clear updates, driving alignment, and addressing issues while offering proactive solutions to maintain strong client relationships and driving operational excellence.
• Participate in interviews, complete onboarding tasks including the new hire presentation and oversee the onboarding process in partnership with TLs to ensure new hires are fully supported during ramp up period and compliant with company and client requirements.
• Serve as a reliable point of contact, maintaining high visibility across all teams and stakeholders (both onsite and remotely) ensuring a strong and consistent presence within the engagement.
• Ensure proactive communication and timely responsiveness both with internal and client communications via email, Teams, etc. This includes regularly attending team huddles in LOB (onsite and virtually), reoccurring skip-level meetings with agents, attending Daily Ops Calls, coverage during Sale periods, monitoring of client communications in Slack and email, and other leadership/LOB meetings.
• Write and deliver timely Annual Reviews for TLs ensuring that performance has been reviewed fairly and consistently, and feedback is clear and professional as well as oversee AR progress across LOB to ensure timely completion.
• Follow and enforce Blueprint policies, processes, and core values. 
• Other duties and projects as assigned.

Qualifications:

• 3-5 years of experience in an operations or service delivery role in a fast paced, evolving environment
• 1+ years of experience working within the VE internal Team Lead role required
• Demonstrated leadership and proven experience successfully managing others and maximizing the performance of a team
• Demonstrates a high level of service-excellence and consistently meets performance expectations
• Demonstrates senior-level client expectation management across active client work, minimizing delivery-centric escalations to both Leadership/Senior OL, and OL peer group (and the client).
• Strong business acumen and previous accountability for quality targets
• Knowledge of gaming industry trends, major events, and news.

Skills/Abilities:

• Ability to translate business strategy into tactical day-to-day delivery
• Ability to leverage Blueprint tools, standards, and processes in a proficient manner and effectively apply to meet business needs or solve a problem within the business unit
• Innovative thinker and excellent written, verbal, listening communication and presentation skills
• Strong leadership and interpersonal skills with the ability to effectively communicate with different teams, levels of management, key business stakeholders and other functional departments
• Strong organizational and time management skills with the ability to prioritize workloads across a team
• Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance
• Ability to effectively lead by example, coach and mentor a team of diverse employees
• Effective decision making and problem-solving skills
• Strong customer service skills and attention to detail
• Ability to work as part of a team and independently.

 

Essential Functions:

Availability:

• This role requires an on-site rotation with a minimum of two in-office days per week to engage directly with team members on all three schedules and will include routine weekend coverage.
• Specific work shifts may be subject to change based on business needs.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.

Physical Requirements:

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
• Ability to sit at a workstation for extended periods, engaging with content on a monitor.
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.

Communication and Collaboration:

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
• Openness to receiving constructive feedback and maintaining courtesy in interactions.
• Conducting presentations and/or public speaking.

Independent Judgment and Time Management:

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Accessibility Accommodations:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographically based ranges for Washington state: $28.85 – $35.10 USD/hour. The final salary/wage and job title for this opening will be determined based on the selected candidate’s qualifications and experience and may fall outside this range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development

FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue, WA)