Manager - HE Implementation

$75,000 - $90,000/Yr

Nelnet - Juneau, AK

Full-time - Manager

Juneau, AK

5,001-10,000 employees

Credit Intermediation and Related Activities

About the position

Nelnet Business Services (NBS), a division of Nelnet, Inc., is dedicated to providing payment technology, education services, and learning management solutions to a wide array of educational and faith-based organizations. With a commitment to service, NBS has established long-lasting partnerships and focuses on innovative solutions that empower its customer communities. The Manager of Implementation for Nelnet Campus Commerce (NCC) plays a crucial role in leading a team of Implementation Project Managers. This leadership position is responsible for the development, daily management, and evaluation of the assigned team to ensure that both individual and team goals are met and exceeded. The Manager of Implementation will also be tasked with developing and implementing best practices and processes in collaboration with other management staff to ensure the effective and timely completion of implementations for client institutions. In this role, the Manager will oversee the entire customer implementation process, ensuring successful outcomes while maintaining and growing a talented team. The position requires daily supervision and performance management to ensure the quality and timeliness of work completed by direct reports. Training and advising the Implementation Team on best practices is essential, as is ensuring compliance with existing standards and processes. The Manager will advocate for the Implementation Team across various departments within Nelnet, working collaboratively with departmental managers to enhance the client experience. Additionally, the Manager will lead and coordinate projects of varying complexity and scope, continually seeking to improve productivity within the department through system enhancements and functional analysis, all while maintaining a strong commitment to customer service. The Manager of Implementation will also explore new technologies to enhance both the customer experience and staff efficiency. Open communication and information exchange within the department and across the organization are encouraged, and the Manager will participate in and lead meetings and committees as needed. Reporting responsibilities include preparing pertinent reports and supporting internal and external audits as required. This position may require travel up to 10% of the time.

Responsibilities

• Manage overall customer implementation process to ensure a successful outcome.
• Maintain, grow, and further develop a team of talented individuals to meet requirements of business functions and processes for the Implementation Team.
• Ensure the timeliness and quality of work, completed by direct reports, through daily supervision and performance management.
• Train and advise the Implementation Team on best practices.
• Ensure compliance with existing standards and processes.
• Advocate for the Implementation Team with other departments across Nelnet.
• Work with departmental managers, across NBS to maintain and enhance the client experience.
• Lead and/or coordinate projects of various complexity and scope.
• Work to continually improve productivity within the department, through system enhancements, functional analysis, or other means, while remaining mindful of a strong customer service commitment and focus.
• Work with resources to explore new technologies to enhance the customer experience as well as staff efficiency and satisfaction.
• Encourage open communication and exchange of information within the department and with other departments of the organization.
• Participate and lead meetings and various committees as needed or requested.
• Prepare reports pertinent to area of responsibility.
• Support internal and external audits as needed.

Requirements

• Bachelors' Degree in Business, Business Management, or a related field (equivalent experience may substitute).
• 3-5 years customer service experience.
• 3 years of experience with technical based products.
• 2-3 years of project management and supervisory/management experience preferred.
• Effective leadership skills.
• Ability to identify problems, determine possible solutions, and actively work to resolve issues by focusing on listening and understanding.
• Ability to collaborate, motivate, and work effectively with all members of the organization.
• Excellent coaching and development skills to actively assist and support team members in building their skills and abilities.
• Good organization and prioritization skills, with attention to detail.
• Strong verbal communication and motivation skills to provide valuable feedback, instruction, and encouragement to team.
• Ability to model professional and proactive behavior in order to lead by example and set standards for behavior within the team.
• Strong interpersonal skills to work well with others at all levels of the organization.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Generous earned time off
• 401K
• Student loan repayment
• Life insurance & AD&D insurance
• Employee assistance program
• Employee stock purchase program
• Tuition reimbursement
• Performance-based incentive pay
• Short- and long-term disability
• Robust wellness program