Reporting to the Chief Financial Officer, the position is accountable for leading the enterprise credit, collections, AP, billing and customer experience teams. This position will develop strategic direction and drive execution for the “Back Office” shared services organization with a heavy emphasis on developing and implementing metrics and KPIs while keeping customer experience and service delivery excellence at front of mind. This position is responsible for strategically designing, operating, and improving scalable and repeatable processes, people and technology that ensure the company has disciplined Back Office operations.

• Responsible for oversight and management of day-to-day operations of the Back Office organization.
• Provide effective and regular communication within the business, stakeholders and management.
• Collaborate with cross-functional teams to identify trends, customer needs, and opportunities for improvement for agent support and problem resolution.
• Implement processes to improve overall organizational efficiency and effectiveness (data management, documentation, information dissemination, etc.). Embed technology understanding into the organizational DNA.
• Provide leadership, set department goals and provide guidance to the managers, supervisors and staff to successfully achieve these goals.
• Responsible for driving and reporting all statistical data in addition to bringing creative ideas that will increase performance and efficiency.
• Work closely and collaboratively with business units to implement process automation solutions.
• Establish and monitor key performance indicators (KPIs) for internal departments and outsourcing vendors, holding internal and external departments accountable for delivering on performance metrics.
• Implement strategic initiatives that are geared toward effectively managing operating costs while enhancing service delivery and overall customer experience.
• Create documentation for key operational workflows, standard operating procedures, and best practices, with a focus on optimizing business processes.
• Conduct regular reviews and updates to documentation to align with evolving business needs and objectives.
• Define and implement metrics to measure progress against strategic objectives.
• Hiring, coaching, developing, and training team members; cultivating talent, communicating performance level expectations; providing constructive feedback and establishing an accountability rhythm to ensure goals of individual team members and the team meet or exceed expectations.

• The successful candidate must have an in-depth understanding of a broad set of technologies used by large enterprises in the brokerage and transportation industry along with an acute understanding of business processes, operations, risks, and controls.
• Practical experience with the full lifecycle of BPO transactions from a back office perspective.
• Subject matter expertise in the Outsourcing and/or Offshoring process and controls
• Ability to create a strong network of relationships among peers, internal partners, external constituencies, decision makers and stakeholders.
• Ability to develop a deep understanding of the economics and operations of MODE’s business coupled with knowledge of broader brokerage, freight and managed services business models.
• Demonstrated customer focus. Strong record of achievement in applying a customer mindset to shape solutions and approaches and to realize marketplace potential/achieve financial goals and organizational performance.
• Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency.
• Accomplished change leader that demonstrates a flexible approach and resilience to setbacks; able to drive operating and culture change management.
• A track record of success with companies known for high-end customer service where high service level standards and customer centric operations were the norm.
• Prior success implementing process and infrastructure that supports repeatable and scalable growth.
• Demonstrated understanding and knowledge of appropriate service management tools providing metrics, analytics and dashboards for measuring and improving client satisfaction and retention.
• Competency in forecasting, planning, and reporting.

Education:

• Bachelor’s Degree or equivalent years of related work experience.
• 7-10+ years of experience in collection, credit, AP, billing or equivalent in B2B space preferably in Transportation/logistics industry.