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Public Consulting Group Operations Specialist 3 in Des Moines, Iowa

Overview

About Public Consulting Group

Public Consulting Group, Inc. (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,000 professionals in more than 50 offices worldwide—all committed to delivering solutions that change lives for the better. The firm has four designated practice areas with extensive experience in all 50 states, clients in six Canadian provinces, and a growing practice in Europe. Often combining resources from two or more practice areas, PCG offers clients a multidisciplinary approach to solve their challenges or pursue opportunities. To learn more, visit www.publicconsultinggroup.com .

Responsibilities

  • Builds and maintains a professional working relationship across teams to implement processimprovements including leading development and implementation of tools and resources critical to the team’s success

  • Identifies, investigates, and troubleshoots deficits across operations and overall customer journey facilitating solutions and overseeing/ disseminating related communication as necessary

  • Provides consistent assistance and is available to field and answer questions; initiates outbound calls or receives inbound calls to respond to inquiries and to follow-up as necessary

  • Oversees/ coordinates assessment and necessary reviews of system and product needs across operational centers of excellence

  • Supports product and system enhancements input and tracking, including recommendations for new tools

  • Coordinates and directly contributes to self-service products across teams

  • Collaborates cross-functionally to develop critical education and training content/ resources including external stakeholder content as necessary

  • Leads and performs training internally across teams and externally as necessary

  • Leads teams developing critical forms and templates, directly contributing as necessary, with focus on promoting standardization operational efficiencies across teams

  • Responsible for maintaining excellent documentation including but not limited to policy and procedure manuals, training manuals, scripting

  • Coordinates development and consultation across team, continuously streamlining standard operating procedures, processes, and shared access tools such as Knowledge Base and SharePoint

  • Organizes and enforces operational practices and supporting procedures, including documentation of new business and product implementations

  • Coordinates and supports new business engagements, operations modernization, product and reporting related activities and projects

  • Establishes, coordinates, and tracks key metrics and related reporting

  • Identifies training needs based on identified trends

  • Responds to escalations expeditiously within stated service levels

  • Leads companywide initiatives and partnerships focused on advancing a positive customer experience and overall journey

  • Leads overall modernization activities as necessary to champion the voice of the customer

Qualifications

Required Skills

  • Excellent attention to quality service within a multicultural environment

  • Excellent verbal and written communication skills

  • Ability to manage time effectively and independently while meeting deadlines and performance goals

  • Ability to effectively present information and respond to external and internal inquiries

  • Demonstrated success working in a team-oriented collaborative environment; ability to mentor and support team members

  • Advanced proficiency with Microsoft Office (Excel, PowerPoint, Word, Visio, Teams)

Qualifications

  • Bachelor’s degree or 7+ years of directly related experience

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.

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Job Locations US

Posted Date 2 weeks ago (11/10/2022 9:46 AM)

Job ID 2022-8803

# of Openings 1

Category Operation Support

Type Regular Full-Time

Practice Area Health Services

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.

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