Operations Manager – Data Quality and Trade Practices

Description

BBB is an international non-profit network consisting of more than 100 BBBs across North America. BBB is one of the most recognized and trusted brands in the nation. BBB of Minnesota and North Dakota is supported by more than 7,000 Accredited Businesses, all of whom share BBB's vision for an ethical marketplace where buyers and sellers trust each other. 

BBB is more relevant than ever! For more than 100 years, our nonprofit organization has helped consumers find businesses, brands, and charities they can trust. We provide unbiased marketplace support, lift up consumer voices, champion ethical business practices, and provide community education.

 We are currently seeking an efficiency forward thinking, process intelligent, AI optimizing,  Operations Manager – Data Quality and Trade Practices to join our Operations and Consumer Services team, in-office, in our Burnsville, MN office. 

When you join the team at Better Business Bureau, you can expect a culture that is future-focused, supportive, and highly collaborative. Our employees share BBB's vision and are passionate about the work we do. We encourage each other to embody BBB's mission of building trust, integrity, and ethics. We value innovation, a continual learner mindset, and hard work. We value diversity and inclusion. We make space for opportunities to recharge and cultivate deeper relationships among colleagues thanks to our Wellness Committee and Fun Patrol initiatives.

Position Summary

The Operations Manager – Data Quality and Trade Practices will manage and direct the day-to-day operations and activities of the Data Quality and Trade Practices functions. In addition, this position will work with the VP of Operations and Consumer Services to select and implement AI tools to help establish efficiencies within the department, and in the overall delivery of services and operational programs. 

The successful candidate will have a proven ability to independently manage multiple tasks and projects with competing priorities and deadlines. 

 Key Responsibilities: PROCESS IMPROVEMENT/AI INTEGRATION (25%)

• Identify opportunities for AI adoption, from automating repetitive tasks to enhancing data analytics, to meet operational goals.
• Working with the VP of Operations, oversee the selection, implementation, and maintenance of AI tools, software, and platforms that align with department needs, and company selection.
• Establish metrics to track the effectiveness and impact of AI tools, continuously monitor AI-driven processes, and make improvements as needed.
• Ensure AI implementations comply with relevant regulations, industry standards, and ethical guidelines.
• Stay up-to-date with emerging AI technologies and industry trends to proactively recommend new AI solutions and advancements.
• Partner with Leadership Team and other department Leaders (e.g., Marketing, HR, Finance) to ensure AI solutions align with broader organizational goals.

DATA QUALITY (25%)

• Reviews system Data Quality Dashboard to ensure reports are distributed and worked in prioritized order (Accredited Businesses, Non-Accredited Businesses, etc…).
• Works with IABBB and database system administrator (Blue) to enhance and improve DQ reporting, processing and overall efficiencies within the program.
• Responds to all BBB systemwide requests for tying, transferring and connecting of business profiles, companies and DBAs for all complaints and customer reviews. 
• Partner with government agencies to identify and enter government actions into company profiles.
• Leads operations teams in Data Quality blitz projects.

TRADE PRACTICES (25%)

• Works with Sr. Trade Practices Specialist staff to ensure completion of business investigations as needed.
• Initiates, conducts and completes BBB ad challenges by processing BBB initiated case work, stemming from consumer complaints where an advertisement was the primary influence and cause of the complaint; competitor reports of problem advertising, and problematic advertising found by BBB staff.
• Contacts business’ misusing BBB Brand (logo) and provides direction to business to cease logo use. Contacts IABBB attorneys if further action is needed.
• Acts as a backup to CMC manager for approval of new Accredited Business Applications.

Other Duties and Responsibilities

• Represents BBB and mission by providing courteous and knowledgeable information in all interactions.
• In conjunction with other Operations department manager, partakes in a rotation of office hours coverage of 8:00 a.m. – 4:30 p.m. 
• Participates in BBB events as needed, i.e. consumer scam presentations, BBB signature events, etc.
• Other duties as assigned by Vice President, Business & Consumer Services.

Requirements

Experience, Skills, and Abilities

• Bachelor’s Degree in Business or related field. An equivalent combination of education and experience may be substituted.
• 4-5 years management experience at increasing levels of responsibility.
• Management experience including process, project and people management skills.
• Flexibility and adaptability to change with ability to manage multiple priorities and responsibilities.
• Must possess strong oral and written communication skills and have the ability to interact effectively with a wide range of individuals.
• Expertise in customer service and conflict resolution arenas.
• High degree of self-motivation.
• Willingness to be “hands-on” when necessary, but maintain a “big picture” focus
• Demonstrated experience using MS Office suite, with proficiency in Word, Excel, PowerPoint, Zoom, MS Teams, and Outlook.
• Experience utilizing and implementing AI technologies to improve productivity and processes in an organization.

  Compensation & Benefit Information:

• Anticipated Starting Salary Range: $67,000-$77,000 annually
• Please note that the salary range above is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and education.

Benefits Summary

• Health, Dental, FSA, HSA, Vision
• Company provided Life Insurance, Short-Term and Long-Term Disability
• 401(k) and generous Match + Other Employer Contribution
• Paid Time Off
• Paid Holiday Schedule
• Floating Holiday
• Early-off paid "Flex Fridays" in summer months
• Wellness Room with massage chair, weights, and walking workstations and more!
• Positive and engaging work culture
• Professional development opportunities
• Free parking and convenient location: Burnsville, MN (near I-35 and Hwy 13)

BBB is an equal opportunity employer

BBB recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting our mission. BBB is committed to attracting and retaining employees with varying identities and backgrounds.

BBB provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression.