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Temple, Texas, United States
Onsite
The Manager, Managed Services provides administrative and operational leadership to a large team of analysts, account managers, supervisors, and other service professionals who process customer financial transactions using PDI’s proprietary software.
This role oversees daily service delivery, team performance, documentation, resource planning, and operational efficiency while ensuring work is completed accurately and on time. The Manager will build a positive team culture centered on collaboration, accountability, customer service, and continuous improvement.
This position is based onsite in Temple, Texas and requires prior experience directly managing hourly employees.
Lead, coach, and develop a managed services team that includes supervisors, analysts, account managers, and hourly employees.
Oversee daily operations, staffing, scheduling, workload distribution, attendance, and coverage to ensure customer commitments and performance standards are met.
Establish clear expectations, monitor team performance, provide constructive feedback, and conduct regular performance evaluations.
Mentor team members, identify development needs, and support high-potential employees in their professional growth.
Assign team members to customer accounts based on skills, experience, and customer needs.
Build strong relationships with customer decision-makers and support an effective flow of information and issue resolution.
Navigate challenging customer situations, including conversations with frustrated or dissatisfied customers.
Analyze operational and financial data to identify trends, improve efficiency, and support customer profitability.
Use metrics and benchmarks to monitor accuracy, quality, productivity, and overall team performance.
Maintain process documentation and identify opportunities to simplify, standardize, or improve work.
Ensure activities comply with relevant regulations, internal policies, and established procedures.
Partner across the organization to resolve issues, manage competing priorities, and deliver a consistent customer experience.
Bachelor’s degree in accounting, finance, business, operations, or a related field.
Experience managing a large, hourly, or shift-based workforce.
Experience in accounting services, financial operations, managed services, or customer account management.
Working knowledge of financial accounting principles and regulatory or compliance requirements.
Experience with PDI Enterprise or similar business software (preferred).
Experience using performance metrics, automation, or AI-enabled tools to improve service delivery and operational efficiency.
Strong customer relationship management and problem-solving skills.
Ability to analyze operational and financial information and translate findings into action.
Strong verbal and written communication skills.
Advanced ability to use software and systems that support business operations.
Ability to work onsite in Temple, TX.
You hold yourself and others accountable for commitments and results.
You plan and prioritize work effectively while anticipating bottlenecks and delays.
You act with urgency and remain resourceful when priorities compete or resources are limited.
You communicate clearly with employees, customers, and business partners.
You address difficult issues directly while maintaining constructive working relationships.
You build customer loyalty by listening carefully, resolving concerns, and following through on commitments.
You use data and performance metrics to improve quality, accuracy, and productivity.
You develop talent through coaching, feedback, and meaningful growth opportunities.
You remain effective when priorities shift or the path forward is not fully defined.