Manager, Solutions Center

Arlington, Virginia, United States · Support

Description

This position oversees a team of outgoing and exuberant support professionals within a 24/7,

high-volume (125,000 help requests in a calendar year), multi-channel support center. The

Common App Solutions Center provides, in a deadline-sensitive environment, timely and

mission-critical support for college applicants, counselors and Common App Member

institutions via online tools, telephone and social media. Additionally, the Manager, Solutions

Center will take an active role at managing existing and implementing new key processes and

will be a primary escalation point for complex and more technical issues. This person will also

work together regularly with the Product Support and Member Relations teams to ensure issues

are resolved timely and accurately. The Manager, Solutions Center has the opportunity to

actively manage outreach and engagement, process documentation and procedure review for

both the web-based products as well as internal processes to help improve the system for future

year’s applicants. As needed, the position assists in all department activities as related to the

position and will be able to and expected to seamlessly move back and forth in overseeing

support for all constituent groups that interact with the Solutions Center.


ESSENTIAL DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and scope of work being

performed by this position. This is not a complete listing of all responsibilities, duties and/or

skills required. Other duties may be assigned.


Requirements

Education and/or Experience

Bachelor's degree or higher from four-year college or university; and at least 5+ years of successful, progressive experience in Help Desk, customer service, or technical support jobs; or an equivalent combination of education and experience. Previous staff oversight or management experience is desired and higher education experience is preferred. Additionally, Project Management and past client/customer relationship experience is also desired.


Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Demonstrated ability to communicate both orally and in writing to both technical and non-technical audiences in a manner that is efficient and effective. Ability to write reports, business correspondence, and procedure manuals that are generally error free. Ability to effectively present information and respond to questions from top management, groups of managers, clients, customers, and the general public.


Mathematical Skills


Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.


Reasoning Ability

Ability to apply common sense and sophisticated understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define problems, collect data, establish facts, and draw valid conclusions. To perform this job successfully, an individual should have excellent analytical skills with the ability to make fact-based recommendations.


Computer Skills

Must possess advanced computer skills specifically relating to technical troubleshooting. The employee must be able to effectively use database software, internet software, project management software, spreadsheet software, word processing software, and Parature or an equivalent ticketing system. Must have an ability to absorb complex technical concepts and be able to effectively communicate solutions to a non-technical audience.

Benefits

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and a comprehensive benefits package including medical, dental, vision, life, short and long term disability, and paid time off benefits, flexible work schedules and future growth opportunities within the organization. We strive to provide a collaborative, creative workplace where each person feels encouraged to contribute to our processes, decisions, planning and culture.

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