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Production Manager
Job #91
The Production Manager is responsible for the printing, delivery and mailing of selected print production projects. As a member of a busy marketing department with a print, digital production and design team, tasks include purchasing printing, quality control, cost management, and ensuring on-time delivery for a variety of marketing materials under tight deadlines.
The Production Manager typically manages between 10-15 projects simultaneously, including large monthly, multi-split, multi-component direct response mailings focused on new customer acquisition, as well as direct response marketing pieces such as 2 - 4 color coupons, bill inserts, and brochures. Position is also responsible for supplying, monitoring and maintaining paper and printed material inventories necessary for bill production and customer communications.
Responsibilities
- Manage printing of color critical 4CP print projects with various finishing needs.
- Manage mailing of single and multi-cell mailings with outside vendors.
- Competitively bid projects with multiple vendors, aggressively negotiate pricing and select appropriate vendor based upon cost, capabilities, quality and turnaround time.
- Review project scheduling and monitor progress for selected projects on a daily basis.
- Prepare detailed written Purchase Orders and post-project cost reporting.
- Create production schedules and communicate deadlines intra-departmentally.
- Manage inventory of printed collateral at various offsite facilities, initiating reorders as required.
- Review and proof artwork at all stages of production for accuracy and to ensure high quality.
- Track expenses and review invoices on a project basis. Negotiate corrective discounts.
- Brainstorm and troubleshoot production problems with other team members.
- Assist with other ad hoc production, mailing and marketing functions as need arises.
Experience
- 3-5 years experience managing 4-color process print projects and multi-cell, multi-component mailings. Online marketing experience not applicable.
- Knowledge of printing techniques and terminology, primarily focused on offset cut sheet and web printing.
- Previous production experience working with recycled paper and environmentally friendly printing practices.
- PC literate, specifically with Excel, and familiarity with digital pre-press concepts a plus.
- Strong organizational skills necessary to manage a very busy position in a fast-paced environment. Attention to detail an absolute necessity.
Note: This position does not include any graphic design responsibilities.
Desired Qualities
- Ability to produce multiple projects under tight deadlines and the enthusiasm and willingness to work long hours when needed.
- Patient, flexible temperament essential to adapt to quick-changing priorities.
- Commitment to executing perfect projects and a probing sense of curiosity to figure out the most innovative approach to fulfilling our business needs.
- Self-starter with excellent troubleshooting skills and judgment.
- Ability to take initiative, as well as take direction when required.
- Passion for the progressive, social mission of CREDO (please address this specifically in your cover letter).
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Manager, Business Intelligence Services
Job #90
Our Manager of Business Intelligence Services oversees all aspects of our Business Intelligence (BI) systems. The ideal candidate has a passion for using data and analytics to support smart decision-making. This ideal candidate enjoys applying BI to a variety of business problems, and supporting our end-users in their adoption of the BI toolset. He/she is a hands-on Power User, and loves to share his/her enthusiasm for the toolset throughout the organization.
Responsibilities
- Leadership and management of Business Intelligence Team.
- Effectively play the role of BI Business Analyst, helping translate end-user requirements into data models and specifications
- Project Management & prioritization of many concurrent BI projects (managing both an external vendor and internal resources)
- Development and delivery of end-user training to internal users on BI tools.
- One-on-one technical support for internal users of the BI tools.
- Personnel management of 1-2 FTE of technical resources
Qualifications
- Strong technical knowledge of and experience with Microsoft SQL Server
- Knowledge and experience with designing and documenting large data models
- Deep experience with one or more of the standard BI toolsets (Cognos, Business Objects, Microstrategies). Microstrategies experience strongly preferred.
- Strong written and verbal communication skills
- Demonstrated people management & team leadership skills
- Ability to design BI solutions (ETL mapping, report definition, etc), and to communicate those solutions to both technical and non-technical personnel.
- Vendor management experience preferred, but not required.
- Experience in leading & delivering training or making formal presentations preferred.
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Director of Customer Relations and In-Bound Sales
Job #89
Our Director of Customer Relations and In-Bound Sales to manage all Customer Service and Sales functions, working closely with Marketing and Operations teams to manage the CREDO customer experience across departments. Strong background in call center management required. Experience in mobile services highly preferred. Excellent analytical and communications skills a must.
Responsibilities:
Oversight of Vendors and Outsourcing
- Manage multiple Customer Service and IB Sales vendors (approximately 200 seats combined), ensuring optimal vendor performance and managing internal company processes to support timely training and consistent agent readiness
- Negotiate contracts and agreements with vendors; maintain up-to-date knowledge of outsourcing alternatives
- Oversee and improve forecasting process to minimize gaps in coverage and penalties for unforeseen fluctuations in call volume
- Closely monitor numerical and qualitative vendor performance metrics; initiate program improvements
- Oversee QA, both joint and internal; optimize agent resources (e.g., online help tool), training and uptraining modalities
- Develop and execute comprehensive customer relations and sales plan for 4th quarter peak business addressing staffing, hiring, training, organizational structure and roles, as well as systems/voice infrastructure.
- Implement appropriate quality, customer satisfaction and productivity performance metrics, set goals and take corrective action when needed.
Multi-Departmental Oversight of Customer Experience
- Make customer experience central to company operations across departments. Monitor and assess customer-facing issues across customer lifecycle, and respond with appropriate sense of urgency. Work across departments to develop quick and lasting resolutions to all issues that impact or damage the customer experience.
- Work closely with Retention Team to minimize attrition of early tenure customers as well as customers at the end of their contract period
- Oversee roll-out of new product and service offerings, including agent training and customer experience
- Manage web-based customer self-service options. Propose and launch new functionality, and oversee customer communications aimed at driving traffic to self-service platform. Identify issues customers have with the website and work with website owners to address them.
- Work with systems/IT to improve systems to enable more effective and efficient customer service and sales processes.
- Manage in-house Customer Relations team and operations, including budget, reporting, escalations, and vendor workforce management
- Manage Customer Relations Analyst to optimize performance; improve current reporting & develop new reports as needed; leverage data to assess customer experience and drive process and communications changes responsive to trends
- Interact with customers via blogs, social network sites, email, and telephone.
- Pro-actively engage Marketing Department in coordinated up-sell, cross-sell and retention efforts
- Pro-actively identify and promote branding and customer communications opportunities deployable via Customer Service interactions
Oversight of Inbound Sales
- Develop training and techniques to improve Mobile sales conversion rate
- Monitor and respond to fluctuations in post-sale 30 day attrition
- Manage internal IB Sales team, including budget, reporting, QA, training, and vendor workforce management
Position requires:
- Energetic, mature manager able to work independently
- Confident decision-maker able to collaborate with highly-skilled direct reports and colleagues
- Committed to promoting the CREDO Mobile brand and unique political positioning
- Committed to the highest performance standards for all Customer Care interactions
- Committed to high-quality, consultative IB Sales techniques leading to high yield and high customer satisfaction
- Experience with call center metrics and operations required
- Experience with both telephone and web-based Customer Care preferred
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Online Organizer / New Media Campaign Manager
Job #87
CREDO Action is looking for a proven organizer who has successfully used Internet tools to promote and achieve progressive political goals. We seek a fun, aggressive, DIY political campaigner with great technical chops, a curious mind and strong copywriting skills.
Responsibilities include:
- Running online action campaigns. This includes: writing petitions and associated email newsletters (copy and HTML coding), working with the design team for graphic needs, monitoring action performance, and conducting necessary follow-up actions (tell-a-friend letters, etc.).
- Mining the news for ripe action opportunities, monitoring what's hot at other activism organizations, and building coalitions to maximize opportunities to work with other organizations.
- Working on special projects including: call-in campaigns, occasional event planning, and work involving CREDO's social media presence.
- Relentlessly analyzing all campaign work with an eye toward effectiveness and innovation.
This is by no means an exhaustive list of responsibilities. We need someone who comes with a lot of great ideas and is willing to jump into new projects as needed. We are not looking for a professional policy wonk — real organizing experience means more to us than a law degree.
Here are some qualities/experience we think our ideal candidate will have:
- Familiarity with e-advocacy tools and how to use them to promote social change.
- A passion for progressive politics.
- Nuts-and-bolts organizing experience, and an understanding of what motivates folks to take action.
- Some knowledge of HTML coding preferred (at the very least, a strong willingness to learn very quickly).
- Ability to write quickly and well under intense deadline pressure.
- Willingness to throw a thousand ideas at the wall and run with the ones that work without getting frustrated about the ones that don't.
- A lot of energy and enthusiasm — not to mention a healthy sense of humor — and a willingness to work long hours when needed.
- A probing sense of curiosity — someone who'll always want to know why something worked or didn't work and how we can do better next time.
- Someone who will question the conventional wisdom.
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