Job Details

Benefits:

401(k) matching

Health insurance

Home office stipend

Paid time off

Role Purpose

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.

Key Responsibilities

Operational Analysis & Insight

Analyze scheduling, delivery, SLA, and margin-related data to identify trends, risks, and improvement opportunities.

Support the Team Lead with insights, ideas, and recommendations to improve efficiency, accuracy, customer experience, and Gross Profit Margin (GPM).

Assist with preparation of KPI dashboards, reports, and quarterly review inputs.

Advanced Scheduling & Problem Solving

Handle more complex scheduling scenarios, escalations, and exception management.

Act as a point of escalation for Scheduling Specialists when issues arise.

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.

Contribute to customer reporting, performance reviews, and improvement plans.

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.

Assist with onboarding and training of new Scheduling Specialists.

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.

Seek feedback, coaching, and stretch opportunities.

Demonstrate increasing ownership, judgment, and commercial awareness.

Success Measures

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

Account Manager Readiness (AM-Ready Criteria)

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.