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EY Experience Management Market Lead in Akron, Ohio

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity

The primary responsibility of the Experience Management Market Leader (EMML) is to oversee the utilization of the new Service Delivery Center (SDC) professionals, align resources with the SDC and firm’s strategic plan, analyze and forecast operational results, and promote the development of staff while focusing on risk management.  The EMML will address tasks that are complex, large in scope, and require extensive relationships with multiple Market and Service Line Leaders to successfully execute the experience management process.

Your key responsibilities

  • Contribute to implementation of automated order intake and process workflow technology solution

  • Participation in strategic planning details and analysis to assist in the development of the SDCs annual fiscal plan, specifically focused on determining SDC impact to onshore hours and communication of those expectations to region EM team

  • Manage assignments and day to day operational activities of SDC resources, scheduling SDC resources by process group

  • Monitor allocation and completion of workflow across SDC resources

  • Assist with monitoring key workforce KPIs (hours, workflow turnaround, etc.) for incorporation into SDC workforce planning and service offering expectations

  • Plan workforce needs based on service offerings and estimated client loads

  • Coordinate with Region EM teams on SDC usage, ensuring onshore hours are adjusted appropriately to drive efficiencies through the practice

  • Support finance reporting to enable revenue allocation across regions

  • Support other Americas EM projects as needed

Skills and attributes for success

  • Responsive to timely requests and keep stakeholders informed of status

  • Strong communication skills and ability to flex communication styles/methods based on the stakeholder audience

  • Proactive and able to foresee challenges and how those might impact immediate term decisions/actions

  • Collaborate on new ideas and solicit multiple points of view to develop the best overall solution

  • Identifies issues and makes appropriate recommendations for resolve

  • Understands internal/external factors affecting the business and establish and maintaining solid relationships with the appropriate stakeholders

  • Engage with appropriate stakeholders to share knowledge and become an approachable trusted business partner

  • Project manage and lead team while inspiring and motivating staff

To qualify for the role you must have

  • Bachelor’s Degree or equivalent work experience

  • 7-10 years of experience

  • Experience in a Professional Services Firm is desired, but not required

Ideally, you’ll also have

  • ​​Proficient in MS office

What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.