Associate Manager, ROI

MRO; Norristown (Montgomery County); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Medical/dental/vision insurance

401(k) plan

Job summary

MRO is seeking a capable leader to supervise the Remote Solutions ROI team. The role focuses on maintaining high standards of quality and productivity, coaching staff, and driving continuous improvement through metrics analysis and staff development.

The ideal candidate will manage performance, coordinate training, and ensure timely client deliverables while fostering a positive, motivated work environment and strong internal collaboration.

Qualifications

• Bachelor’s degree or equivalent combination of college and experience.
• Strong leadership and mentoring abilities with a proactive mindset.
• Experience with metrics management and performance analytics.
• Experience with customer service environments or phone groups.
• Excellent written and verbal communication skills.
• Ability to motivate and coach a team to achieve high performance.

Responsibilities

• Supervise and maintain standard operating procedures for the Remote Solutions ROI team.
• Assess and appraise employee performance; provide counseling as needed.
• Develop and oversee employee training programs.
• Supervise daily workflows and adjust resources as required.
• Lead team meetings and coordinate quarterly 1-on-1s with staff.
• Produce departmental performance reports and procedural documentation.
• Monitor turnaround times and deadlines for client deliverables.
• Interface with client contacts to address escalated issues and coordinate with internal teams.
• Provide oversight and support for the Remote Solutions Team; ensure quality and productivity.
• Track production and turnaround data via system reports.

Skills

Leadership

Mentoring

Metrics management

Customer service experience

Coaching

Staff development

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Supervise and maintain standard operating procedures for Remote Solutions ROI team. Primary responsibilities include ensuring consistent excellent quality and productivity standards within the team, with a focus on metrics management, staff skill building, training, coaching and mentoring to ensure client satisfaction and continuous improvement. A keen ability to lead by example, build a positive work environment and motivate employees to reach aggressive performance goals is a must.

• Assess and appraise employee performance and productivity. Complete corrective action and employee counseling as necessary.
• Develop and oversee employee training programs.
• Supervise daily workflows and make appropriate resource adjustments as required.
• Conduct scheduled team meetings as applicable. Assist with coordination of quarterly one on one meetings with staff.
• Produce departmental performance reporting and procedural documentation for Management where needed.
• Monitor client specific turn around times and other deadlines.
• Monitor quality of responses to client facilities by MRO staff.
• Client interface
• Interface with multi-level client contacts regarding escalated issues.
• Partner with internal interdependencies.
• Answer questions, resolve problems and recommend corrective actions to address client issues.
• Provide support and management oversight of Remote Solutions Team
• Ensure quality and productivity standards are being upheld.
• Monitor production and turnaround data via system generated reporting.
• Bachelor’s degree or equivalent combination of college and experience.
• Highly self-motivated, professional, take-charge attitude.
• Proficiency with Microsoft Office.
• Experience with phone groups or customer service environments.
• Proven track record of progressive leadership experience and success.
• Ability to motivate, inspire, mentor and coach others while maintaining a high-performing team within a positive, supportive work environment.
• Experience and comfort level with metrics management.
• Ability to think strategically and develop logical and creative solutions to challenging problems.
• Dependable, strong organizational skills, excellent written and verbal communication skills and an attention to detail.
• Ability to interact with all levels of employees and leadership.
• Experience with training, presentations and running meetings is beneficial.
• Other related duties as assigned by management.
  

Total Compensation

Base pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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