Supervisor, Operations Jobs

Description

Zego is a technology company that automates workflows for property managers and associations. The modern platform is powered by seamless integrations with leading property management systems, enabling clients to scale resources, build trust, and make decisions with portfolio-wide visibility. Learn more at gozego.com .

About the role:

Zego has an exciting opportunity for a Supervisor to join our Billing Operations team. The main goal for the Billing Operations department is the timely and accurate delivery of utility billing statements to residents. As a supervisor, you will have the opportunity to mentor and coach a great team of motivated individuals to help them reach their monthly goals. In addition to showcasing your management skills to help the team, you’ll have the opportunity to work closely with the leadership team to gain additional experience, increase your business acumen and advance your career at Zego.

What you’ll do here:

• Monitor and make adjustments to monthly plans, as required, to ensure on-time, on-quality delivery, including recognizing when to leverage overtime and coaching on quality to meet team goals
• Create and maintain department new hire and ongoing training materials
• Become an expert in our proprietary utility operations product, CASA, as well as in billing operations as a whole
• Develop a broader set of skills beyond billing operations, including customer support operations
• Develop action plans and recommendations to continue to improve efficiency and accuracy through process and product innovation
• Collaborate with other departments to resolve escalated billing issues
• Provide mentorship and guidance to your team of analyst direct reports through “in the moment” feedback, weekly 1:1s, and career coaching
• Identify and track system errors, working closely with your team and the Product/Engineering team to resolve as quickly as possible
• Track team errors and coordinate corresponding training on a monthly basis based on learnings
• Lead team of analysts to produce and deliver resident billing statements on-time and on-quality each month

About you:

• Client facing customer service experience
• Experienced people manager
• Comfortable learning new software and technology platforms
• Desire to advance your career in a fast-paced environment where attention to detail is critically import
• Ability and desire to consult with client on a regular basis
• Availability to work overtime as needed
• Passion for providing a great client experience
• Strong attention to detail
• Excellent written and verbal communication skills

WITHIN ONE MONTH, YOU’LL:

• Gain exposure to Zego billing platform, and learn the Zego partner landscape
• Get to know your team
• Learn the Billing Operations Process
• Attend New Hire Training
• Be responsible for your own beginner level Billing Portfolio
• Complete Billing Operations Bootcamp and take Certification

WITHIN THREE MONTHS, YOU’LL:

• Provide personalized coaching to help team reach KPI goals
• Gain an understanding of common compliance regulations for multiple states
• Learn how other departments impact the Billing Process
• Hold weekly 1:1 meetings with direct reports
• Fully understand the monthly billing cycle
• Learn critical organizational and time management skills
• Develop skills to confidently resolve escalated billing issues

WITHIN SIX MONTHS, YOU’LL:

• Administer sections of the Billing Operations New Hire Bootcamp
• Gain expert knowledge on all billing methodologies
• Improve your customer service skills through escalated client contact
• Understand how Billing Operations impacts other departments and Zego business goals
• Have the opportunity to gain and develop skills needed to advance in your career
• Partner with Support and Success teams to improve the client experience

WITHIN TWELVE MONTHS, YOU’LL:

• Become a department expert on all Zego products
• Run monthly team training sessions
• Have a clear understanding of where Zego can take you in your career
• Be an established Supervisor on the Billing Operations team
• Have an understanding of the complex regulatory of third part utility billing
• Be a subject matter expert on all product releases related to Billing Operations

The US base salary for this full-time position is $70,000 + bonus (if applicable) + equity(if applicable) + benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.