Senior Manager Customer and Process Operations

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At Blood Cancer United, employees take our mission seriously. Whether you work in one of our regions, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our bold goal a reality: to enable patients with blood cancer to gain more than one million years of life by 2040. Join us and give new meaning to the word, "job."

Summary: Blood Cancer United is a mission centric, locally delivered and nationally powered organization, relentlessly pursuing cancer cures. To help achieve this mission, this role is responsible for designing and implementing technology and process solutions that directly impact work throughout Customer Engagement & Support as well as the greater Business Operations. The primary goal is to drive customer satisfaction while reducing workload for staff.

**Ideal candidate must work Central Time Zone hours**

Core Responsibilities/ Primary Duties:

• Partner with leadership and team to develop automation and streamlined communication execution through existing technologies.
• Work closely with the Communication Hub, Customer Engagement, Customer Support, and Operational Execution to refine workflows and processes, integrating current technologies and automation where applicable. 
• Work on implementing and expanding AI tools across all support channels to improve customer experience and efficiency. 
• Responsible for the development of automated journeys and maintaining campaign (P2P)-based transactional journeys in Marketing Cloud. 
• Act as project liaison and manager for cross-team work involving better reporting process for customers through Tableau. 
• Act as a bridge between Business Operations, IT, and product teams to ensure alignment on technology projects and timelines by attending monthly IT meetings and leading bi-weekly partnership reviews. 
• Conduct quarterly reporting and analysis to identify key trends and recommended actions as pertaining to our technology usage. 
• Build internal knowledge base of products, services, and FAQs based on constituent feedback for Kayako AI and our staff w/in the Customer Support and Engagement team to reference. 
• Manage a recurring content review process for the AI knowledge base, partnering with subject-matter experts to keep constituent-facing guidance accurate, current, and aligned with organizational policies and services. 
• Create and enforce standards for article structure, tagging, source ownership, approvals, version control, and retirement so AI tools and Customer Support staff can retrieve consistent, trusted information. 
• Monitor AI-assisted responses and constituent feedback to identify knowledge gaps, inaccurate or incomplete answers, and emerging inquiry trends; prioritize corrective updates and new content accordingly. 
• Build and manage a quality assurance process for Customer Support interactions, including standardized evaluation criteria, recurring case reviews, performance reporting, and feedback loops to improve response accuracy, consistency, and the overall customer experience.

Minimum Requirements:

• Bachelor’s Degree
• 5+ Years of related experience 
• Blood Cancer United Campaign experience strongly preferred 
• Knowledge of Marketing Cloud, Salesforce, Smartsheet, and other similar technologies 
• Skilled in analyzing back-end system architecture (e.g., Marketing Cloud) to identify gaps and opportunities for automation, ensuring seamless and efficient customer communication workflows 
• Certification in tools related to Salesforce, Tableau, Excel, Marketing Cloud, etc. preferred

Knowledge, Skills, and Abilities:

• Ability to build and assist in the development of journeys in Marketing Cloud 
• Ability to help interpret business needs to technology build teams 

Work Environment & Physical Demands:

• Some weekend & evening work required 
• Travel as required for national and department meetings 
• Physical demands are minimal and typical of similar jobs in comparable organizations
• Work environment is representative and typical of similar jobs in comparable organizations  

Employee Value Proposition:
As a valued member of Blood Cancer United, you are eligible for a comprehensive benefits package. Our offerings include medical, dental, and vision insurance; life insurance; flexible spending accounts; a 403b retirement plan along with generous paid time off. In addition, we observe federal paid holidays throughout the year, and offer a wellness program and an employee assistance program.

We are excited to share the base pay range for this non-exempt, hourly paid position is $27/hr ($48K/yr) to $38/hr ($69/yr). The offered compensation may vary based on factors such as geographic location, business need, market conditions, proficiencies, skills, education, and experience. Additionally, at Blood Cancer United we place a high value on internal pay equity and will consider the current compensation of similarly situated roles and direct team members. Base compensation is only one component of our Total Rewards program, which also includes an annual incentive plan and a competitive benefits package.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of employees.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

Blood Cancer United is an equal employment opportunity employer committed to diversity and inclusion in its workplace. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law. Blood Cancer United seeks such skilled and qualified individuals to share our mission and where they will join a cohort of others who have chosen to call Blood Cancer United home. Blood Cancer United complies with all applicable laws which prohibit discrimination and harassment in the workplace, and is committed to maintaining a diverse and inclusive environment supportive of all of our employees and the communities we serve.