Job Description:

The DTO (Delivery Team Organization) Service Manager is a problem solver responsible for managing escalations to resolution, understanding the customers’ portfolio, managing and resolving assigned customers' escalations, critical issues, or other top challenges.  The Service manager serves as the operations business owner with creating customer specific metrics, dashboards, and audit driving rigor towards flawless execution.

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The Perks of being an Equifax Employee?

• We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.




• Grow at your own pace through online courses at Learning @ Equifax.

What You’ll Do 

• Manage and resolve assigned escalations, ensuring right DTO resources have bandwidth to help resolve issues




• Identify and solicit feedback from Delivery Manager on systemic issues, and responsible for making recommendations and implementing change in delivery process




• Participate in weekly status calls for delivery escalations; drive service excellence; cadence rigor




• Ensure the status of escalations is always communicated and transparent to the Delivery Manager and CSM/Customer Success Manager




• Complete customer audits




• Provide transparency in the forms of metrics to assigned Business Unit Leader and keep Leader informed of all delivery aspects ensuring accountability of internal teams




• Support ATO/Account Team Organization, specifically CSM/Customer Service Manager, with any metrics needed as inputs to quarterly business reviews with customers




• Quality controls are implemented & next steps towards quality maturity score improvement are worked upon




• Issues & Defects are logged in a timely manner & RCA is conducted promptly




• Metrics for improvement are gathered, tracked and analyzed for continuous improvement




• Timely and regular updates are made to the Quality Implementation Tracker, to track the progress on action items

Qualifications

• Bachelor’s Degree




• Deep understanding of Marketing, Risk and Fraud solutions




• 5-7 years of experience in Operations 




• 3-4 years experience working across different lines of business, products, and IT




• Requires specialized depth and/or breadth of expertise to operate independently and provide informal leadership to others




• Uses sophisticated critical thinking skills, leading others to solve complex problems and takes a broad perspective to identify innovation solutions




• Makes decisions guided by policies in nonstandard situations that impact the achievement of customer, operational, or project objectives




• Forecasts and plans resource requirements for complex projects or initiatives




• You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders.

Extra Points for any of the Following

• Deep technical knowledge




• Ability to interact with Sales, IT, Product and D&A teams




• Working knowledge of delivery platforms (Online & Offline)




• Effective problem resolution skills




• Effective communication skills

Successful Attributes of an Equifax employee; does this describe you?

• Accountability




• Bravery




• Curiosity




• Collaboration




• Think and act differently




• Trust




• Ownership




• Decide-Execute-Ship

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

Primary Location:

USA-Atlanta JV White

Function:

Function - Fulfillment / Operations

Schedule:

Full time

Apply Now