National Operations Project Manager

The Operations Project Manager is responsible for developing and managing company-wide operational programs including providing field training and service support. The Project Manager strives to continuously improve the service delivery of the operations function by rolling out program enhancements and providing training and support to the field.

Responsibilities

• Provide training, work with developers and client partners on enhancements, reporting, and support for company-wide operational programs. Large scale programs (like ECHO) will be owned by a larger cross functional team, the Operations Project Manager will own smaller scale programs. Programs managed will vary with time but will include:
  • ECHO (Every Conversation Has Opportunity) – ECHO is NorthStar Memorial Group’s service philosophy. The goal of ECHO is to ensure that service delivery to client families is impeccable at every customer touchpoint.
  • Power BI – work closely with NSMG IT team to ensure our report data is accurate, up to date, and accessible to field and home office associates.
  • Customer care application – the Customer Care application provides a digital chain of custody tracking and houses key details about loved ones that are taken into our care.
  • Client Family Service Surveys – manage client family satisfaction surveys, disseminating reporting, and working with field management on action items resulting from survey feedback.
  • Memorial Order Tracker – the Memorial Order Tracker in CRM stores every memorial that is ordered through the location while notifying associates of the status of the memorial.
  • Safely Home (Travel Protection) – Safely Home is owned and operated by NorthStar Memorial Group. The locations work closely with the home office team and ASD to answer questions, deliver services, and execute customer service requests.
  • Market Share Report – the Market Share Report is a critical report that gives insight into who is growing in market share, maintaining market share, or losing market share in any given market.
  • Funeral Home Pricing – the locations leadership team works closely with the administration support team to ensure we make all the necessary pricing changes when applicable.
• Partner with external partners that support operational programs.
• Take feedback from key stakeholders to continually improve operational programs.
• Provide operational support by handling user access within systems and answering tickets associated with programs.
• Troubleshoot issues and work cross functionally to resolve them.
• Produce and analyze metrics associated with operational programs.

Qualifications

• 3+ years of project management experience
• Associates degree or equivalent experience
• Ability to build strong relationships with the field and home office.
• Analytical and critical thinking skills
• Strong service orientation
• Excellent verbal and written communication skills
• Ability to travel up to 40%

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, r