At ALSAC you do more than make a living; you make a difference.

Job Description

Responsible for identifying, developing and managing improvement of ECC processes, workflows and supported systems. Ensures systems and workflows support operational key metrics while delivering high levels of donor experience, contact center operational efficiency and effectiveness. Responsible for collaborating with ITS, Legal, ECC Leadership, Donor Experience Operations, and key suppliers in ensuring ECC Contact Center systems, processes and contracts are developed in accordance with organization needs and are executed in a timely manner. Serves as an ECC contact and expert to assist assigned ALSAC stakeholders in ensuring campaign or organizational success. Makes recommendations and implements test programs and new campaigns to meet or exceed goals as directed by ECC leadership. Builds and maintains successful relationships within the Donor Experience Division and throughout ALSAC to promote a People First and High Performance environment. Provides thought leadership in developing ECC Operations strategic focus and tactical execution.

ESSENTIAL JOB FUNCTIONS:

1. Conducts complex supplier and internal interactions to achieve program results, and drive continuous improvement of ECC and outsourced supplier performance. This includes communicating and building relationships with existing and potential vendor partners through conference calls, on/off site meetings and presentations.

2. Manages multiple projects and initiatives concurrently across a complex network. Maintains strong relationships with internal ALSAC program leads and Donor Experience leadership to fully understand program objectives and donor needs. Provide leadership with feedback on development efforts and provides recommendations on processes, systems and workflow enhancements to improve effectiveness and the Donor Experience.

3. Evaluates and reviews existing supplier arrangements, providing alternative sourcing strategies based upon business requirements. Uses a high degree of concentration to manage multiple projects and vendor initiatives. This includes, but is not limited to, performance reporting, process development, testing, call/agent monitoring, training, and staff communication and motivation. Assists in vendor selection and evaluation process as needed.

4. Under the direction of Donor Experience Sr. Leadership, collaborates with Legal to develop contracts that support operational objectives and/or drive continuous improvement in service delivery. Assists the ALSAC Legal team and the Donor Experience Operations team in maintaining a document repository of all Outsourced Operations contracts to enable effective contract management. Provides the ASLAC Legal team with the appropriate information and documentation.

5. Serves as an ALSAC contact center subject matter expert (SME) for contact center processes in working with suppliers, professional organizations, and internal sources as directed by ECC leadership.

6. Collaborates with the ECC Quality Assurance, Training and Donor Experience team for the purpose of identifying customer pain points and opportunities to improve the donor experience, and makes recommendations for innovative system and process modifications.

7. Collaborates with ECC Operations, training and ITS department to ensure technical requirements are in place for system enhancements and process modifications. Meets with the ECC Operations department to prioritize call center technical requirements to ensure goals are met. Assists in development of leading edge contact center concepts and expectations.

8. Effectively communicates program metrics and performance to internal business stakeholders or program management and Donor Experience / ECC leadership. Develops and delivers high level presentations regarding ECC supported programs or project performance as necessary.

9. Regularly seeks new and innovate ways to improve operational effectiveness, efficiency, employee and donor experience. Uses expertise, industry benchmarking and supplier capabilities to investigate opportunities for operational enhancements and recommend changes or new applications. Collaborates with internal stakeholders to turn potential ideas into successful, high performing campaigns.

10. Manages or assists with special projects for Donor Experience or ECC leadership as needed. This may require the employee to act as a SME or lead the project. Provides regular updates on progress, delivers on all key metrics of the project, and develops and maintains successful working relationships with colleagues within Donor Experience and throughout ALSAC.

Requirements:

• Requires demonstrated understanding of call center operations, technologies, and measurement processes
• Experience evaluating new call center technology offerings for business adoption readiness
• High levels of organizational skills and analytical thinking
• Excellent interpersonal/executive communication skills are required as in the ability to manage senior executive relationships
• Ability to work across groups collaborating with individuals to achieve a common goal
• A good understanding of change management, the importance of it, approaches, key tasks and timelines
• Requires knowledge of Microsoft Office Products (Word, PowerPoint) and strong practical knowledge of MS‑Excel
• Requires 3+ years of experience within the ECC to understand process and structure
• Requires knowledge ordinarily acquired through attainment of a Bachelor’s degree and minimum of 5 or more years of experience in contact center operations, contact center management, or vendor management experience
• Involves travel approximately 10% of time, which may involve international travel.

Benefits & Perks

The following Benefits & Perks apply to Full-Time Roles Only.

We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)​
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development
• And more

To ensure the health and safety of the children and families at St. Jude Children’s Research Hospital as well as our donors, volunteers and colleagues, as a condition of employment, we require that employees adhere to ALSAC’s Vaccination Requirements, including COVID-19 Vaccination.

ALSAC is an equal employment opportunity employer.

ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.

No Search Firms:

ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.