Better Business Bureau Chicago
Operations Team Lead
Better Business Bureau Chicago, Chicago, Illinois, United States, 60290
Job Title:
Operations Team Lead
Classification:
Exempt
Department:
Operations
Reports to:
Sr Operations Manager
Company Description:
Better Business Bureau (BBB) is an international not-for-profit organization dedicated to promoting and fostering the highest ethical relationships between businesses and the public through voluntary self-regulation, consumer and business education, and service excellence. We are both a "consumer advocate" and "pro-business" entity. Our focus is on the middle ground between buyers and sellers as we work to create, support and maintain a safe, fair, thriving marketplace.
Vision:
An ethical marketplace where buyers and sellers trust each other.
Mission:
BBB's mission is to be the leader in advancing marketplace trust.
General Description / Purpose:
The Operations Team Lead is responsible for working closely with various departments within operations to gather necessary information and provide accurate resolutions. The Operations Team Lead oversees the accreditation, investigations, AD review & misuse of the BBB Logo team members as a direct people manager. This role involves monitoring and coaching the team's progress, ensuring they meet their goals and objectives. Additionally, the Team Lead will support the rest of the operations team with troubleshooting issues, providing guidance and solutions as needed. This role supports all of BBB's Core Services and requires a team player that can work effortlessly with all team members to ensure the highest quality standards are being met.
Duties & Responsibilities:
Manage and resolve escalated customer disputes and arbitration cases.
Communicate effectively with customers to understand their concerns and provide appropriate solutions.
Collaborate with internal departments to gather information and resolve disputes.
Handle arbitration case management, including preparing case files, submitting evidence, and attending hearings.
Understand the BBB rules of binding arbitration and apply them to each case.
Take escalated consumer and business concerns and provide timely and professional responses.
Field any AB/non AB complaint related to operations from the company and escalate as needed.
Provide feedback and recommendations to improve dispute resolution processes.
Ensure compliance with company policies and procedures during dispute resolution.
Assist in training and mentoring new team members on dispute resolution processes.
Success Factors/Qualifications:
The ability to make fair decisions that influence business strategy.
Proven experience in customer relations and dispute resolution.
Strong communication and interpersonal skills.
Ability to handle complex and sensitive situations with professionalism and empathy.
Excellent problem-solving and analytical skills.
Familiarity with arbitration processes and legal aspects of dispute resolution.
Proficiency in using customer relationship management (CRM) systems.
Ability to work independently and as part of a team.
The ability to assess a situation and find the best solution quickly.
The ability to resolve conflicts, improve team dynamics, and understand underlying issues.
Preferred Qualifications:
Prior leadership experience.
Proven track record of managing successful teams (3 years of managerial experience and performance tracking).
2+ years of experience in operational management.
The ability to create rapport with team members, senior staff members, and clients.
Working Conditions:
Office environment with occasional remote work options.
May require occasional travel for training or meetings.
Salary & Benefits:
Salary Range: Up to $55K, commensurate with experience.
$70 monthly remote work allowance.
Partially remote with potential future permanent hybrid schedule.
Medical/Dental/Vision Insurance.
Retirement plan (401k).
Long-term disability.
Generous Paid time off (including Birthdays and Holidays).
Volunteer days.
How to Apply:
All applicants should submit an application including resume and salary requirements by inputting the requested information under the 'Apply Now' section at the right-hand side of this page.
Please visit
Bbbchicagocareers.org
for more information on working with the BBB!
Equal Employment Opportunity:
The BBB is an equal opportunity employer and does not discriminate on the basis of a person's race, color, religion, creed, sex, national origin, ancestry, age, disability, sexual orientation, gender identity, marital status, military status or any other category protected by law. All decisions regarding recruiting, hiring, training, promotions, compensation, benefits, discipline, transfer, lay-offs, and education shall be made without regard to the foregoing. The BBB will provide reasonable accommodations for individual religious beliefs and to individuals with disabilities as provided by law.
#J-18808-Ljbffr
Operations Team Lead
Classification:
Exempt
Department:
Operations
Reports to:
Sr Operations Manager
Company Description:
Better Business Bureau (BBB) is an international not-for-profit organization dedicated to promoting and fostering the highest ethical relationships between businesses and the public through voluntary self-regulation, consumer and business education, and service excellence. We are both a "consumer advocate" and "pro-business" entity. Our focus is on the middle ground between buyers and sellers as we work to create, support and maintain a safe, fair, thriving marketplace.
Vision:
An ethical marketplace where buyers and sellers trust each other.
Mission:
BBB's mission is to be the leader in advancing marketplace trust.
General Description / Purpose:
The Operations Team Lead is responsible for working closely with various departments within operations to gather necessary information and provide accurate resolutions. The Operations Team Lead oversees the accreditation, investigations, AD review & misuse of the BBB Logo team members as a direct people manager. This role involves monitoring and coaching the team's progress, ensuring they meet their goals and objectives. Additionally, the Team Lead will support the rest of the operations team with troubleshooting issues, providing guidance and solutions as needed. This role supports all of BBB's Core Services and requires a team player that can work effortlessly with all team members to ensure the highest quality standards are being met.
Duties & Responsibilities:
Manage and resolve escalated customer disputes and arbitration cases.
Communicate effectively with customers to understand their concerns and provide appropriate solutions.
Collaborate with internal departments to gather information and resolve disputes.
Handle arbitration case management, including preparing case files, submitting evidence, and attending hearings.
Understand the BBB rules of binding arbitration and apply them to each case.
Take escalated consumer and business concerns and provide timely and professional responses.
Field any AB/non AB complaint related to operations from the company and escalate as needed.
Provide feedback and recommendations to improve dispute resolution processes.
Ensure compliance with company policies and procedures during dispute resolution.
Assist in training and mentoring new team members on dispute resolution processes.
Success Factors/Qualifications:
The ability to make fair decisions that influence business strategy.
Proven experience in customer relations and dispute resolution.
Strong communication and interpersonal skills.
Ability to handle complex and sensitive situations with professionalism and empathy.
Excellent problem-solving and analytical skills.
Familiarity with arbitration processes and legal aspects of dispute resolution.
Proficiency in using customer relationship management (CRM) systems.
Ability to work independently and as part of a team.
The ability to assess a situation and find the best solution quickly.
The ability to resolve conflicts, improve team dynamics, and understand underlying issues.
Preferred Qualifications:
Prior leadership experience.
Proven track record of managing successful teams (3 years of managerial experience and performance tracking).
2+ years of experience in operational management.
The ability to create rapport with team members, senior staff members, and clients.
Working Conditions:
Office environment with occasional remote work options.
May require occasional travel for training or meetings.
Salary & Benefits:
Salary Range: Up to $55K, commensurate with experience.
$70 monthly remote work allowance.
Partially remote with potential future permanent hybrid schedule.
Medical/Dental/Vision Insurance.
Retirement plan (401k).
Long-term disability.
Generous Paid time off (including Birthdays and Holidays).
Volunteer days.
How to Apply:
All applicants should submit an application including resume and salary requirements by inputting the requested information under the 'Apply Now' section at the right-hand side of this page.
Please visit
Bbbchicagocareers.org
for more information on working with the BBB!
Equal Employment Opportunity:
The BBB is an equal opportunity employer and does not discriminate on the basis of a person's race, color, religion, creed, sex, national origin, ancestry, age, disability, sexual orientation, gender identity, marital status, military status or any other category protected by law. All decisions regarding recruiting, hiring, training, promotions, compensation, benefits, discipline, transfer, lay-offs, and education shall be made without regard to the foregoing. The BBB will provide reasonable accommodations for individual religious beliefs and to individuals with disabilities as provided by law.
#J-18808-Ljbffr