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Operations Support Manager
21st Century Fox
Evanston, IL, United States
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OVERVIEW OF THE COMPANYNational Geographic
The National Geographic Channels form the television and production arm of National Geographic Partners, a joint venture between 21st Century Fox and the National Geographic Society. As a global leader in premium science, adventure and exploration programming, the Channels include: National Geographic Channel (NGC), Nat Geo WILD, Nat Geo People and Nat Geo MUNDO. Additionally, the Channels also run the in-house television production unit, National Geographic Studios. The Channels contribute to the National Geographic Society’s commitment to exploration, conservation and education with entertaining, innovative programming from A-level talent around the world, and with profits that help support the society’s mission. Globally, NGC is available in more than 440 million homes in 171 countries and 45 languages, and Nat Geo WILD is available in 131 countries and 38 languages. National Geographic Partners is also a leader in social media, with a fan base of 250 million people across all of its social pages. NGC contributes over 55 million social media fans globally on Facebook alone.
JOB 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.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.