Job Details

ID #17036033
State Texas
City Austin
Job type Permanent
Salary USD TBD TBD
Source NIC Inc
Showed 2021-07-20
Date 2021-07-19
Deadline 2021-09-17
Category Et cetera
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Business Process Manager

Texas, Austin, 73301 Austin USA

Vacancy expired!

NIC’s Customer Success team is currently seeing applicants for a Business Process Manager for either our Olathe, KS or Austin, TX location. Acquired by Tyler Technologies (NYSE:TYL) on April 21, 2021, NIC is a leader in digital government solutions and payments, partnering with government to deliver user-friendly digital services that make it easier and more efficient to interact with government. NIC and Tyler are united in their mission to empower public sector entities to operate more efficiently and connected more transparently with their constituents and with each other.

SUMMARY

NIC is seeking a Program Manager / Business Process Manager to oversee vendor management and support implementations across multiple products. The role will be responsible for collaborating with a variety of internal teams, vendors and customers to design and implement service offerings, delivering exceptionally high service quality through third party contact center, hardware and fulfillment partners. Focusing on the entire process from beginning to end, this function is expected to introduce innovation and enhance customer support operations, increase profitability for NIC, and deliver value to the customer.

KEY RESPONSIBILITIES

  • Design and manage end-to-end support implementations and ongoing support models including: Call Center, Asset & Inventory Management, and Fulfillment Operations
  • Collaborate with Product, Development, Operations and Implementation to enhance customer experience, establish the vision and build the operational model for that vision
  • Engage customers to understand business, functional and technical requirements in concert with contractual and service level agreements
  • Identify and solution business challenges by analyzing process data and metrics. Facilitate teams to review processes for effectiveness, quality and simplification and recommend innovative solutions using best practices to improve operational effectiveness
  • Coordinate the planning and staffing of new support implementations, updates and migrations
  • Manage vendor relationships to ensure their delivery is on time and on budget, serve as an escalation contact and facilitate joint roadmap and integration discussions
  • Partner with internal business teams to define KPIs and success criteria including reporting on operational performance targets, utilization, output/productivity and quality
  • Track vendor performance against contracts and SLAs and evaluate and manage changes to contracts, processes and services
  • Develop and balance complex competing demands of scope, time, cost, quality, resources, and risk to produce a high-quality outcome, and effectively communicate issues/obstacles
  • Aggregate project data to communicate program progress, risks and issues.

EXPERIENCE/EDUCATION

  • Bachelor's degree preferred, or equivalent, in area of specialty
  • At least 5 years of experience in the field or in a related area
  • Program Manager with vendor management competencies
  • Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into requirements
  • Advanced oral, written, and interpersonal communication skills
  • Experience with executive reporting, internal and external communications, and business process improvement initiatives
  • Strong presentation and facilitation skills to communicate with a wide range of audiences
  • Capable of resolving escalated issues across departments, customers and vendors
  • Ability to evaluate information gathered from multiple sources, reconciling conflicts as needed, decomposing high-level information, as needed

BENEFITS:

  • Competitive compensation program
  • Competitive Health, Dental and Vision
  • Stock purchase plan
  • Matching 401(k) contributions with 100% vesting
  • Disability insurance
  • Life insurance
  • Company wellness program
  • Casual and fun office environment
  • Paid State holidays/vacation
  • Tuition reimbursement

Vacancy expired!

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