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Customer Service Market Research Administrative Manager- Portland, Oregon #48077

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Date: Feb 4, 2019

Location: Portland, OR, US, 97232

Company: PacifiCorp

General Purpose

Plan, manage and direct the Market Research function at PacifiCorp. Responsible for selecting the appropriate research methodology and supporting techniques to improve customer satisfaction and address business objectives. The position works closely with internal clients and outside research vendors to deliver reliable and accurate research, detailed analysis of results, insightful research reports and actionable recommendations. Facilitates cross functional customer satisfaction improvement initiatives and associated tracking and reporting to all levels of management.  In addition, the position works closely with internal clients to prepare and finalize industry benchmarking studies, weekly and monthly corporate reports, scorecards, and budget analysis.

Responsibilities

  • Plan and execute primary and secondary research projects.
  • Collaborate with internal clients to identify research needs and select the most appropriate methodology to answer critical business decisions.
  • Qualify and hire market research vendors to conduct qualitative and quantitative studies.
  • Coordinate work activities with research vendors to ensure high quality and timely data collection, data analysis and report preparation.  
  • Use PC-based systems and software to compile and prepare reports, graphs and charts for presentations.
  • Prepare insightful, actionable recommendations based on the research to improve customer satisfaction, enhance business processes and identify operational efficiencies.
  • Work with internal clients to implement research findings, and identify strategies and tactics that support key business objectives.
  • Present the research results and recommended next steps to internal clients and senior management.
  • Manage the company’s customer satisfaction improvement plan with a cross-functional team, and update the plan based on the most recent customer satisfaction results.
  • Facilitate, track and report on cross functional customer satisfaction improvement initiatives.
  • Act as the subject matter expert and voice of the customer to identify opportunities to improve customer satisfaction and business processes.
  • Prepare corporate reports focused on weekly departmental updates and monthly scorecard reporting.
  • Respond to ad hoc requests from internal clients and data requests from external entities.
  • Manage industry benchmarking studies and develop long-term strategies.

Requirements

  • Bachelor’s degree in marketing, finance, business or a related filed.
  • A minimum of seven years of experience in customer service operations and/or market research.
  • Knowledge of quantitative and qualitative research methods and when to use one approach over the other.
  • Exceptional writing skills – clear, accurate, concise and on-target.
  • Strong analytical skills to interpret data, identify key findings, and accurately represent the results.
  • Outstanding presentation skills to present research to internal clients and senior management.
  • Adept at working with research data to identify actionable recommendations that improve customer satisfaction and business processes.
  • Experience using simple and multivariate statistics including frequencies, crosstabs, regression and factor analysis. Able to understand and communicated statistical modeling.
  • Establish and maintain highly effective working relationships with internal clients and external vendors.
  • Strong proficiency for accurate work, meeting timelines and managing the research budget.
  • Ability to prioritize work responsibilities and manage several assignments concurrently. 
  • Team focus to work collaboratively with diverse individuals across several departments and organizational levels.
  • Proficient with Word, Excel, PowerPoint and SPSS.
  • Knowledge of and/or experience in electric utility industry a plus.

Preferences

  • Experience in the custom market research industry.
  • Experience with emerging market research methods (i.e., social media) preferred.

 

Employees must be able to perform the essential functions of the position with or without an accommodation.

External Footer

Primary Location: Portland

Department: 00001027 Pacific Power

Schedule: FULLTIME

Personnel Subarea: [[personnelSubarea]]

Hiring Range: 101,300-123,500

 

Employees must be able to perform the essential functions of the position with or without an accommodation.

At PacifiCorp, we encourage everyone to work together. We embrace diversity and value the distinct perspectives of all our employees. We strive to cultivate a workplace that connects each employee to the organization and enables all individuals to participate and contribute to their full potential.  

It is PacifiCorp's policy to provide and promote equal employment opportunity to all employees and applicants in accordance with local, state and federal laws and regulations governing personnel activities. In accordance with federal guidelines, PacifiCorp is committed to a program of affirmative action. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, veteran status, national origin, sexual orientation or gender identity.

All offers of employment are contingent upon the successful completion of a background check and drug screening.


Nearest Major Market: Portland Oregon

Career Segment: Service Manager, Administrative Assistant, Manager, Customer Service, Management, Administrative