Senior Scheduling Specialist

Benefits

• 401(k) matching
• Health insurance
• Home office stipend
• Paid time off

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.

• Operational Analysis & Insight: Analyze scheduling, delivery, SLA, and margin-related data to identify trends, risks, and improvement opportunities.
• Operational Analysis & Insight (continued): Support the Team Lead with insights, ideas, and recommendations to improve efficiency, accuracy, customer experience, and Gross Profit Margin (GPM).
• Key Activity: Assist with preparation of KPI dashboards, reports, and quarterly review inputs.
• Advanced Scheduling & Problem Solving: Handle more complex scheduling scenarios, escalations, and exception management.
• Advanced Scheduling & Problem Solving (continued): Act as a point of escalation for Scheduling Specialists when issues arise.
• Advanced Scheduling & Problem Solving (continued): 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.
• Customer & Account Support (continued): Contribute to customer reporting, performance reviews, and improvement plans.
• Customer & Account Support (continued): 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.
• Capability Building & Knowledge Sharing (continued): Assist with onboarding and training of new Scheduling Specialists.
• Capability Building & Knowledge Sharing (continued): 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.
• Career Progression & Readiness (continued): Seek feedback, coaching, and stretch opportunities.
• Career Progression & Readiness (continued): Demonstrate increasing ownership, judgment, and commercial awareness.

• 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

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 today’s 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.