SOCIETY OF PETROLEUM ENGINEERS
Job Description
Job Title: Senior Special Projects Manager (Customer Service)
Submit Resume to: Recruiting@spe.org
SUMMARY
The Senior Special Projects Manager is responsible for implementing, managing and coordinating of
assigned programs and projects within the Customer Service unit. Creates and maintains departmental
process improvement projects to strengthen departmental metrics and increase agent productivity.
Partners with management on high level projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 Participates in projects related to Customer Service software application. Requires full
understanding of the project to prepare documents which accurately detail the project needs.
Working with IT and other departments, attends requirements sessions, status calls and other
project related meetings as required.
 Possess an in depth knowledge of AMS software to be responsible for AMS set-up, configuration
and maintenance for CS unit. Troubleshoots, completes complex testing, and detailed reporting for
the AMS. Changes configuration and tests to meet new business requirements related to the AMS
application.
 Works with MD manager all aspects of annual dues renewal program. Includes coordination with
Marketing for membership renewal communications, planning staff resources, and developing and
managing the timeline. Responsible for coordinating with other departments and vendors to
produce end product. Responsible for processes in Personify to create annual member invoicing.
 Manages Special Offer program including AMS processes and coordination with marketing for
multiple campaigns.
 Responsible for management of Certifications program data including overseeing data entry,
identifying data inconsistencies and necessary exception reporting to ensure timely and accurate
invoicing for certification members.
 Serves as Call Center Software (Zeacom) administrator (set-up, troubleshooting, and monthly
reporting).
 Recommends CS department KPI’s and metrics and facilitate process improvements to increase
agent and department productivity goals and objectives. Produces detailed monthly reports by
collecting, validating and interpreting call center data.
 Runs queries to extract data to determine trends, patterns. Provides deep analysis to determine
root cause. Make corrective actions through additional staff training or working with IT to identify
necessary system changes.
 Documents and maintains detailed customer service work flow processes for system testing and
validation.
 Establishes documents and maintains department processing procedures and training materials.
 Provides training for AMS and other applications to CS Staff to cover new functionality and changes
in procedures.
 Responds to special and complex research requests.
 Works closely with all CS managers and provide necessary assistance as required.
 Provides support for KL customer service staff with system issues.
 Responsible for other programs and projects as assigned by management.
SOCIETY OF PETROLEUM ENGINEERS
Job Description
QUALIFICATIONS AND SKILLS
The following minimum qualifications are required in order for an individual to perform the essential duties and
responsibilities of this job:
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Exhibits leadership qualities; technical aptitude; communicates effectively with others and is
consistent, persistent, and insightful
Requires the ability to think independently and exercise good judgment
Demonstrates active listening skills and communicates with a clear, pleasant speaking voice and
exhibits a strong focus on providing high quality customer service
Demonstrates team player mentality, and is enthusiastic, positive, courteous, and patient
Requires the ability to work independently, problem solve, make decisions with minimal
supervision, and adapt to frequent changes, delays, and unexpected events
Requires strong organizational skills and focus on details
Exercises good judgment, keeping in mind company policies and procedures
Willingness and comprehension to learn new systems/software applications
Proficient in running and analysing queries
Requires strong research skills
EDUCATION and/or EXPERIENCE
 College degree preferred and at least 8-10 years of experience in a related position, or equivalent
combination of education and experience
 Strong computer background and extensive experience working in Windows and Microsoft Office
applications (MS Word, Excel, Power Point, Outlook, Visio and Project) is required
 Inbound call centre experience or equivalent is required
 Project management experience and/or certification a plus
LANGUAGE/COMMUNICATION SKILLS
 Excellent communications skills; both written and verbal are required
 Excellent interpersonal and consultative skills to work effectively with internal partners, SPE staff
and management and SPE members
 Ability to write training documentation, business correspondence, and requirements
documentation
 Must communicate effectively in writing to meet the needs of the audience
 Ability to effectively present information in one-on-one and small group situations, and respond to
questions from staff & members
MATHEMATICAL SKILLS
 Ability to add, subtract, multiply, or divide quickly and correctly
OTHER SKILLS AND ABILITIES
 Strong ability to create positive business relationships with business partners
 Detail oriented; taking ownership of tasks and insuring completion while keeping management
SOCIETY OF PETROLEUM ENGINEERS
Job Description
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apprised of progress.
Strong analytical and problem-solving skills in a collaborative environment
Ability to multi-task; working on multiple projects, switching tasks and priorities frequently
Working knowledge of Servers and databases.
Experience with structured queries
Ability to work independently with little to no supervision
Excellent organization and interpersonal skills
Extremely detail oriented
Resourceful, proactive and result-oriented
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger,
handle, or feel objects, tools, or controls and talk or hear. The employee frequently is required to sit.
The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel,
crouch, or crawl.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by
this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the
ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions. The noise level in the
work environment is usually quiet.
TRAVEL
Ability to travel less than 10%, may be international.