Manager, Subject Matter Expert Team
Orion Advisor Technology
About this Opportunity:
As a Subject Matter Expert Team Manager, you will be responsible for maintaining high standards of customer service for the clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms. The manager performs duties including the development and performance of team members and the processes used by them. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.
For External Candidates:
Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE.
For Internal Candidates:
All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.
In this role, you'll get to:
Provide training and best practice procedures to team members and external clients
Lead face to face discussions and training during customer office visits and/or conferences
Provide assistance in testing functionality during scheduled build weeks
Maintain and uphold the standards which have been set for the Orion Service teams
Analyze client requests and deduces and explores possible solutions or forwards request on to appropriate department following-through until resolution
Counsel team members regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests
Maintain an in-depth knowledge of the assigned Orion system team
Provide training and assistance to newer employees and other team members on a regular basis
Act as an escalated level of support for issues and problems; resolves where appropriate in order to provide effective support
Be accountable for all decisions regarding employment, performance appraisals, training, corrective actions and salary recommendations
Hold One-On-One meetings with each team member to review any questions or concerns the team member may have
Conduct weekly team meetings to set goals and priorities for the week and to review progress of goals
Conduct daily team huddle to review outstanding items and projects for the day to help formulate a plan that the team can successfully execute
We're looking for talent who:
Must be able to professionally speak with customers on the phone
Are proficient writing and grammar skills and an ability to respond to customers through chat and email
Has Bachelor’s degree in Business Administration or related field
Obtain Orion Industry Certification.
Has minimum of 3 years of experience in a customer service or technology related role
Has minimum of 1 year of leadership or management experience
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
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Salary Range:
$72,860.00 - $110,014.00The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.
About Us
At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.