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Minneapolis, Minnesota, United States
JOB #1800000749

Sr. Operations Manager

Who we are:
ICF Olson is a collective of world-class agencies delivering across the spectrum of customer experience: creative expression (Olson), public engagement (Olson Engage), customer relationships/loyalty (Olson 1to1) and digital experiences (Olson Digital). Though experts in different areas, we are united in our common POV: Think like people. ® This means everything we do is made from empathy – the key to brand success in a world of ever-shrinking attention and ever-growing choice. Learn more at icfolson.com

Position Summary:
Olson, 1to1 is seeking a Senior Operations Manager to work on one of our largest accounts. This person will be responsible for ensuring that the day to day execution and deliverables of the Loyalty Program are met. Main responsibilities will be to ensure bonus / promotion offers are set-up and validated, issue research and resolution, awareness of monthly system releases, ensure that ongoing batch processes and program functionalities are successful, as well as ad hoc projects as assigned. The Senior Operations Manager understands the client’s business goals and works with agency resources to ensure those goals are met. To be effective in this role, it requires strong organization skills, system/technology aptitude, relationship building skills, and meticulous attention to detail.

Performance Objectives:
• Manage and provide work direction to an Operations Analyst direct report
• Understanding of Olson capabilities/business requirements to ensure the Operations team can effectively triage potential issues
• Providing an Operations escalation point to our main client contacts
• Ensure client inquiries are acknowledged and triaged within our SLA
• Collaborate with our main client contacts and Project Managers to groom our development backlog
• Work to identify process efficiencies
• Create and maintain an Operational reference document that contains an overview on key functionality, issue triage steps,
• Demonstrates an ability and desire to build and maintain strong relationship with key internal stakeholders
• Uphold and improve the agency relationship with appropriate client contacts
• Ensure the quality and timely completion of all deliverables
What you’ll need to succeed:
• BA/BS Degree preferably in Communications, Marketing or Advertising
• 5-7 years of experience in loyalty program operations and/or CRM Marketing in an agency environment
• Hospitality Industry knowledge preferred
• SQL and relationship database knowledge preferred
• Anticipates problems and challenges
• Collaborative multi-tasker
• Master of details
• Exceptional written and verbal communication skills
• Must excel under tight timelines and multiple assignments
• Ability to work with all levels and cross functional areas• Passion for loyalty or travel industry; passion for working in a highly collaborative environment

ICF Olson is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants

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