Manager, Business Operations

Are you skilled in developing business initiatives with both internal and external business partners and streamlining processes for support centers? Do you have strong desire to drive results and a keen analytical ability combined with superior communication skills?  If so, then consider becoming a part of the Circuit City team as a Manager, Business Operations on our Customer Service & Support team today! As the Manager, Business Operations, you are responsible for the development of monthly processes that ensure the accurate and timely reporting of monthly consolidated financial statements and that ensure the company has the appropriate applied accounting principles – from adoption to disclosure.  You will work with cross-functional teams to produce and develop a weekly metrics reporting package and must ensure timely and accurate reporting, filing, and posting of all consumerism spend within the Hallmark fulfillment system. Essential Duties & Responsibilities: Assist in the preparation of information for critical management presentations Thoroughly research new corporate standards and policies, determining the impact on the company and managing implementation of the new standard Key contact for metrics and financial information related to Support organization Work with other departments to ensure that IAC project issues are appropriately addressed and documented Work to streamline the accounting close process and strengthen internal controls to support accurate financial statements Brainstorm and identify controllable call drivers to influence customer contact to create positive customer loyalty experience to increase sales, and margin – leverage customer, competitive and internal insights to drive ideation Align and complement Circuit City Direct (CCD) strategies with web, contact center, and company strategies Seek to improve alignment of all customer contact touch points breaking down organizational channel silos through improved communication and the creation of new metrics/incentives Develop strategic vision and business plan for initiatives Lead R&D efforts around concept development to include:  customer needs analysis, market analysis, competitive landscape, strategic alignment, and ROI analysis.  Leverage all of the above to drive data driven recommendations for next steps Work with third party and/or vendors to identify creative solutions and services Plan, build and execute business initiatives through leadership of company-wide cross functional teams consisting of:  CCD operations, CCD strategy, store retail channels, IT, marketing, merchandising, finance, etc Work with the business analysis and technical teams to ensure development of detailed functional requirements, feature definitions, communication, testing and deployment plans Partner with Finance to develop P&Ls and success metrics for support organization Ensure impacted department goals, budgets, and reports are adjusted accordingly Champion the IAC projects across the organization to ensure relevant departments and business owners understand the project scope, approve the scope, understand the implications, and incorporate the project (as appropriate) into their work; anticipate both upstream and downstream impacts Present all project status and key business results to senior leadership Managerial responsibilities to include responsibility of the program management team Drive Cost per Handle Minute below budget expectations through identified opportunities rising from trend analysis Ensure customer contact system maximization through solid business representation on future enhancements while playing a vital role in production issues and resolutions Business Accountabilities: Set annual expense budget Scorecard ownership of the business.  Set, Measure, Review and Manage the CTQ metrics (Critical to Quality) as well as the CTP metrics (Critical to Process) Perform and maintain monthly P&L responsibilities Work with Accounting and FP&A on monthly, accruals, reclasses and variance explanations Monitor National Service and Support by call type and class and ensure necessary adjustments to maintain accurate allocation of spend Monitor repair costs /  trends and work with respective business sponsor to identify cost saving opportunities Facilitate and develop monthly business metrics and budget review with multiple business sponsors As we continue to transform our organization to better meet the needs of our customers, there are many opportunities to contribute to the future success of Circuit City. Take on new and exciting challenges in a role that will utilize your strengths. Join the Circuit City team today! Please e-mail your resumes to: 1178.CircuitCity@hiredesk.net .