Program Associate II - Service & Data Manager

Job Description

Job Title

Position Title: Program Associate II - Service & Data Manager, Client Services Department

Location: Support Services Building A, 1425 East Warren, Detroit, MI 48207

Salary: $44,359- $74,225

Reports to: Senior Director of Client Services

Bargaining Unit: OSAS

Benefits Eligible: Yes

Telecommuting Eligibility: Eligible for telecommuting up to 20% (one (1) day per week)

In accordance with the Agreement between Organization of School Administrators and Supervisors (OSAS) and the Board of Education of the School District of the City of Detroit, the following vacancy is announced.

Position Summary:

As a member of the Technology Division's Client Services Department, the Program Associate II: Service & Data Manager is responsible for developing and maintaining data visualizations and reporting structures to accurately report on service delivery for the Customer Care & IT Support and Student Records teams. This role helps drive continuous improvement in service delivery and customer satisfaction. The Program Associate II: Service & Data Manager will serve as an expert on key business applications and data systems used within the department. The ideal candidate for this role is curious, highly technical, enjoys collaborative problem solving, and making a difference.

Minimum Qualifications:

We are looking for a talented individual who is passionate about helping to transform the District and making a significant difference in the lives of its stakeholders. The position requires:

• Bachelor's degree in Information Technology, Business Administration, Statistics, Computer Science, or related discipline.
  
• Program or project management experience with extraordinary attention to detail, professionalism, and the ability to organize, plan and execute multiple projects simultaneously.
  
• Demonstrated success in analyzing and interpreting quantitative data and disparate data sources to make recommendations based on the findings.
  
• Experience with data collection and visualization tools such as Microsoft PowerBI.
  
• Familiarity with records management, call routing and IT service management systems. Ability to identify issues, propose effective solutions and engage customers in issue resolution with patience, understanding and empathy.
  
• Proficiency with Microsoft Office 365 Suite products, including Teams, SharePoint, OneNote, Word, Excel, PowerPoint, Power Apps, and PowerBI.
  
• Evidence of effective verbal and written communication skills to convey technical information to a non-technical audience.
  
• Ability to adapt to changes quickly, proposing and implementing thoughtful solutions.
  
• Ability to work independently and with minimal supervision.
  
• Strong¿analytical, problem-solving and decision-making skills.
  
• Ability to multi-task and adapt to changes quickly.
  

• Self-motivated with the ability to work in a fast-moving environment.
  
• Must be able to lift at least 30 pounds without assistance and operate standard warehouse equipment, such as a pallet jack.
  

Essential Functions:

Collaborate with leadership on technical solutions for organizing and visualizing operational and project data, including call handling by agent, abandonment rate, system up time and records fulfillment rate by document type. Coordinate and apply improvements to department systems and tools that optimize efficiency, accuracy and high data quality. This may include system configurations and integrations.

Enhance call center operations by proposing continuous improvement strategies in alignment to service delivery objectives.

Utilize District tools to create dashboard and reports that deliver actionable insights to stakeholders. Conduct regular data audits to ensure data integrity and quality.

Serve as the point of contact for business partner inquiries and requests. Coordinate reporting needs for ITSM business partners and facilitate associated meetings geared towards system improvements for customer service.

Observe call center support levels and make recommendations to ensure adherence to quality and service standards.

Coordinate coaching on call feedback to staff through review sessions and team meetings.

Track operational Key Performance Indicators (KPIs), OKRs and regularly report on progress towards priorities for the Client Services department to convey complex data in the most simple way.

Serve as the escalation point of contact by addressing and resolving escalated matters via email or Help Desk, including drafting constituent responses.

Communicate clearly and effectively both in writing and presentation to stakeholder groups.

Build effective relationships with staff members in different departments through meetings to gather information.

Performs other duties as assigned by supervisor.

Security Clearance:

Internal Applicants

If you are a current District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

Method of Application:

Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.

DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities. Contact the Civil Rights Coordinator for more information at (313) 240-4377 or detroitk12.org compliance.