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Operations Support Manager
Fox
Chicago, IL, United States
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Description
Working specifically for the Expeditions group, this role requires a hands-on manager of a complex database system that is reliant upon various APIs and data integrations to feed content from consumer websites and or reservations databases into a centralized financial, marketing, trip, and reservations reporting system. You will responsible for managing relationships with our primary database provider, integrated partners, and support all users of the database within our business and call centers in daily operations as well as focusing on improvements for long-term growth. This position will be tasked with taking the operations side of data and database management to the next level of operational efficiency while also researching and identifying new technologies and solutions to improve communications with our travelers. You will support all users through championing enhancements in the system to streamline operations while improving accuracy and quick access to reports, and be a point of contact for training. You will work closely with members of our marketing and sales teams, product development, finance, and operations, as well as key departments within National Geographic Partners that are driving international growth for our travel space.
Responsibilities
• Database Relationship Management: Maintain relationship with our primary database providers to ensure needed enhancements and smooth operations of the system are maintained. Be the internal contact for users to provide support and escalate to vendor contacts if unable to handle internally. Confer with supervisor on project management and plans for using development hours to maximum efficiency without exceeding monthly pre-paid hours to create system improvements to support system users. Plan and coordinate with our database providers on new integrations with telephony systems, other databases, or customer contact solutions.
• Database Accuracy and Quality Control: Be primary liaison with staff managing NGP’s database warehouse, striving to improve their analytics capability based on information being sent from our database to theirs, as well as developing an improved process for receiving information from their database to minimize duplicate contacts.
• Review data daily for accuracy and make necessary corrections or ensure individuals inputting the data make the corrections. Monitor data from multiple integrations into our database to ensure that there are no gaps in data flowing into the system.
• Data Entry and Reporting: Perform data entry on a daily or seasonal basis to support web/marketing/product teams with new trips, departures, marketing, and financial information. Pull data and analyze as needed to support overall department with marketing, financial, or other reporting needs; work with database provider to automate reports as appropriate.
• Systems Documentation, Training, and Support: Work with Operations team to develop and maintain training documents for users, and detailed documentation of specifications for the modifications and specializations created in the system for different business product lines. Create training materials for new NGE and call center staff for using database systems. Be a resource for NGE/Call center staff to assist with questions, run reports and troubleshoot technical issues. Manage internal relationships by responding to support requests in a timely manner.
• Additional Technology Support: Support members of the Operations team with other technological tasks such as management of email accounts used by tour operators, proactively recommending or researching solutions to improve efficiencies. Participate in departmental goals for improved technology systems. Assist Senior Manager of Business Operations to direct and manage new projects as they come up.
Qualifications
• Bachelor’s degree in IT or Computer Science preferred.
• Demonstrated experience and technical expertise with 1-4 years of related experience.
• Background in travel industry a plus, particularly with regard to reservations and operational database solutions.
• English required.
• Ability to convert business needs to actionable plans leading conversations between non-technical and technical folk.
• Working knowledge and passion for working in database systems is essential. Direct experience with Microsoft Dynamics, Peak 15, QuickBase, or other CRM software a plus. Expect working knowledge of Microsoft Word, Office, Excel, PowerPoint, and common Internet browsers and applications. Capacity to stay current on emerging technologies and international data compliance and security considerations (e.g., GDPR) desirable.
• The ideal candidate will possess strong attention to detail, critical thinking, communication and troubleshooting skills coupled with a strong security awareness and penchant for continuous improvement. Experience with managing database solutions is highly preferred.
• Detail Orientation: Attention to detail is critical. Unwavering accuracy, excellent and systematic organizational skills, and flawless attention to detail is necessary.
• Analytical and Problem Solving Skills: Demonstrated ability to anticipate problems, find creative solutions to challenging situations, and present complicated technical information in a clear and simple manner.
• Organizational Skills: The candidate must be highly organized, able to multi-task, and manage several projects at the same time. Needs the ability to work with minimal supervision.
• Work Ethic: Ability to work independently and as part of a team. Must be result and delivery oriented, with a keen interest on quality and the ability to meet deadlines. The candidate must be willing to lend a hand with any urgent task that may arise. A positive attitude is essential and a key to be successful in the position.
• Customer Service Orientation: Commitment to delivering the highest level of quality and service to internal colleagues and partners.
Division Description
National Geographic Partners LLC (NGP), a joint venture between National Geographic and 21st Century Fox, is committed to bringing the world premium science, adventure and exploration content across an unrivaled portfolio of media assets. NGP combines the global National Geographic television channels (National Geographic Channel, Nat Geo WILD, Nat Geo MUNDO, Nat Geo PEOPLE) with National Geographic’s media and consumer-oriented assets, including National Geographic magazines; National Geographic studios; related digital and social media platforms; books; maps; children’s media; and ancillary activities that include travel, global experiences and events, archival sales, licensing and e-commerce businesses. Furthering knowledge and understanding of our world has been the core purpose of National Geographic for 129 years, and now we are committed to going deeper, pushing boundaries, going further for our consumers … and reaching millions of people around the world in 172 countries and 43 languages every month as we do it. NGP returns 27 percent of our proceeds to the nonprofit National Geographic Society to fund work in the areas of science, exploration, conservation and education.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.