Job Description
Job DescriptionBenefits:
- 401(k) matching
- Health insurance
- Home office stipend
- Paid time off
Role Purpose
Act as a mid-level role between Scheduling Specialist and Account Manager / Team Lead. This role supports the Team Lead through analysis, insight generation, and operational problem-solving while developing the skills and experience required to progress into an Account Manager role. The Senior Scheduling Specialist has no direct reports but plays a key role in coaching and upskilling Scheduling Specialists.
Key Responsibilities
Operational Analysis & Insight
- Analyze scheduling, delivery, SLA, and margin-related data to identify trends, risks, and improvement opportunities.
- Support the Team Lead with insights, ideas, and recommendations to improve efficiency, accuracy, customer experience, and Gross Profit Margin (GPM).
- Assist with preparation of KPI dashboards, reports, and quarterly review inputs.
Advanced Scheduling & Problem Solving
- Handle more complex scheduling scenarios, escalations, and exception management.
- Act as a point of escalation for Scheduling Specialists when issues arise.
- Proactively identify and resolve operational bottlenecks before they impact customers.
Customer & Account Support
- Support Team Leads in maintaining strong customer relationships through data-driven insights and preparation.
- Contribute to customer reporting, performance reviews, and improvement plans.
- Gain exposure to scope development, pricing considerations, and service evolution.
Capability Building & Knowledge Sharing
- Coach and support Scheduling Specialists through hands-on guidance and best-practice sharing.
- Assist with onboarding and training of new Scheduling Specialists.
- Reinforce SOP adherence and help identify opportunities to improve documentation and workflows.
Career Progression & Readiness
- Actively develop skills required for progression into an Account Manager / Team Lead role.
- Seek feedback, coaching, and stretch opportunities.
- Demonstrate increasing ownership, judgment, and commercial awareness.
Success Measures
- Quality and usefulness of insights provided to Team Leads
- Improvement in efficiency, SLA compliance, and margin performance
- Reduced escalations and recurring issues
- Development and confidence of Scheduling Specialists
- Demonstrated readiness for progression into Account Management
Account Manager Readiness (AM-Ready Criteria)
An individual is considered ready for Account Manager responsibilities when they consistently demonstrate:
Commercial Acumen
- Understands how pricing, scope, efficiency, and rework impact GPM
- Identifies margin improvement opportunities independently
- Makes recommendations grounded in data and customer context
Customer Leadership
- Communicates clearly and confidently with customers
- Handles difficult conversations professionally
- Anticipates customer needs and risks
Operational Judgment
- Prioritizes effectively across competing demands
- Makes sound decisions without needing constant approval
- Maintains quality under pressure
Strategic Thinking
- Looks beyond todays task to systemic improvement
- Connects operational data to customer and business outcomes
Ownership Mindset
- Takes responsibility for outcomes, not just tasks
- Actively seeks feedback and development
- Acts in the best interest of the customer and company
Flexible work from home options available.