General Manager

JOB PURPOSE:
Oversees the Operational functions of Better Business Bureau Serving New Mexico and Southwest Colorado. This position is a member of the Leadership Team; and as such is expected to make contributions and decisions at all times. Top skills and priorities include report creation with at-a-glance comprehension for all, responsive to queries at all levels of an organization, willing to challenge the status quo with both questions and potential solutions, operating autonomously and/or in close connection with superiors without change in results, and lastly, believes in the mission of the BBB.

ROLE AND RESPONSIBILITIES:
● Serve as a member of the organization’s key administrative decision-making and planning body.

● Participate in strategic planning and preside over meetings as needed.

● Oversee BBB operational functions.

● Advise others on operational functions and development or regulatory compliance matters.

● Liaise between departments or other groups to improve function and communication.

● Analyze data to inform operational decisions or activities.

● Communicate and coordinate with management to inform of Operational and Data Quality issues and/or updates.

● Oversee and/or perform data quality and entry.

● Examine records and processes.

● Compile data or documentation.

● Prepare business correspondence.

● Communicate organizational policies and procedures.

● Confer with coworkers and subordinates to coordinate work activities.

● Assess employee training needs and coordinate/develop training programs.

● Maintain knowledge of current developments in area of expertise.

● Demonstrate knowledge and understanding of BBB policies and standards and apply them.

● Recruit personnel.

● Interview employees, customers, or others to collect information.

● Represent the organization in external relations.

● Database maintenance and data quality.

TASKS:
● Assist President/CEO and others within the leadership team in developing and implementing business strategies, plans and procedures that promote BBB culture and vision.

● Analyze and advise in core programs and services, including but not limited to BBB accreditation, dispute resolution/mediation, ad review, and investigations to ensure each area attains or exceeds all required Baseline Standards and Success Metrics.

● Maintain working knowledge and compliance with policies and procedures relating to ratings, standard reporting language and other IABBB and BOC requirements.

● Demonstrate knowledge and understanding of BBB policies and standards and how to apply them to day-to-day activities.

● Implement and communicate departmental policies, goals, objectives, or procedures in conjunction with the President/CEO, CAO, CFO, organization officials, or staff members.

● Provide strategic leadership to all operational matters of BBB serving New Mexico and Southwest Colorado to provide proactive information for planning and decision making.

● Maintain knowledge of developments in data quality of our system and effectively communicate updates to management and staff.

● Ensure maintenance of BBB database for accuracy, reliability, compliance, and implementation of programs to remain relevant and ensure continual use of up-to-date technology.

● Supervise and coach each Operations department staff by providing training and support necessary to ensure optimal performance.

● Oversee BBB Business Questionnaire (BQ) system utilizing our BBB database software to ensure information is requested from businesses within our BBB service area at required intervals.

● Monitor electronic file reviews to ensure BBB maintains a high standard of data quality.

● Process and oversee accredited business suspensions.

● In collaboration with other executive staff, participate in recruiting efforts, including reviewing applications, interviewing, and hiring processes.

● Report monthly, quarterly, and/or annually statistics for use by President/CEO for Board reporting when needed.

● Board of Directors support; coordinate with the Chief Financial Officer board preparation including but not limited to, preparing monthly reports, meeting notices and board packets, arranging for meals, preparing the conference room, and organizing annual events.

● Ensure customer satisfaction and build quality relationships with consumers by providing counseling and handling inquiries on complaints and companies, provide verbal and printed BBB Business Profiles and/or direct consumers to alternate sources of information.

● Professionally and efficiently discuss the desire and ability to maintain accreditation, including addressing any concerns and reminding the accredited businesses of the benefits of accreditation.

● Other related duties as required.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Career Level: Senior Level

Years of Experience: 1-2 years’ experience in a role with similar experience is preferred

Education: Bachelor’s/Master’s Degree in Business Administration or equivalent work experience

Other: BBB specific training is provided

PREFERRED SKILLS

● Excellent conflict management skills.

● Demonstrated knowledge and understanding of BBB policies and standards and apply them.

● Detail oriented with the ability to handle numerous tasks simultaneously and to make decisions and recommendations based solely on verifiable facts.

● Ability to work without supervision, in a team environment, and to meet critical deadlines.

● Ability to interpret laws and regulations.

● Understanding of business functions such as Human Resources, Finance, Marketing, etc.

● Outstanding organizational and leadership abilities.

● Demonstrable competency in strategic planning and business development.

● Aptitude in decision-making and problem-solving.

● Ability to deal with high pressure situations, demonstrate good judgment and maintain a good attitude.

● Ability to maintain consistent standards in treatment of both accredited and non-accredited businesses.

● Excellent spelling, grammar, and written communication skills with a high level of attention to detail in composing, typing, and proofreading materials.

● Excellent ability to effectively communicate with supervisors and peers.

● High level of interpersonal skills and ability to handle sensitive information and documents with confidentiality.

● Ability to establish and maintain interpersonal relationships.

● Highly proficient in Google software, Gmail, and the BBB's Management Information software and have the ability to learn and adapt to new software as needed.

● Excellent communication skills, both verbally (in person and via phone) and in writing.

SUCCESS FACTORS

● Satisfactory attendance, promptness, time management, and attention to detail.

● Willingness to go the extra mile.

● Delivery of world class customer service, both internally and externally.

● Participation as a team player.

● Contributions to the vision, mission, and goals of BBB.

● Respect and honor all people, positions, and BBB processes.

● Willingness to adhere to BBB Standards of Trust and Core Values.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

BBB’s work environment is that of a typical office, and the characteristics described here are representative of those an employee may expect to encounter while performing the essential functions of this job. This section is not an all-encompassing, but rather what one might come to expect on a regular basis.

With reasonable accommodation, this position requires manual dexterity to sufficiently operate phones, computers, and other office equipment. This person must be able to clearly and accurately communicate to convey information using the English language, both verbally and in writing. The ability to hear and comprehend dialogue spoken at appropriate levels, and visual acuity capable of drafting, editing, reviewing, and/or comprehending materials drafted in a standard typeface size 10 font or above, are required. Must be capable of sitting for extended periods of time, as well as be able to intermittently push, pull, or lift 20 lbs. of force.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Morning shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Albuquerque, NM 87109: Relocate before starting work (Required)

Work Location: In person