VE - Escalated Accounts Team Lead (Internal)

(Internal Candidates Only – Job Description not to be shared externally) 

Who is Blueprint? 

Why Blueprint? 

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, and 401k.

Wha will I be doing? 

Blueprint is looking for an Escalated Accounts Team Lead to be part of the team.  

As an Escalated Accounts Team Lead, you will be a liaison to the Team Lead (TL) and Operations Program Manager (OPM) roles while managing the successful delivery of client expectations, project-centric operations, and overall performance management within a single line of business. The primary functions of this role include strong collaboration amongst Leadership, OPM’s, the Team Lead peer group, and personnel within a designated line of business. This role will partner with the management team to translate organizational initiatives into action plans. As a Sr. TL you will manage your own ticket work as well as a team and drive superior outcomes in alignment with established scopes, metric targets, and timelines for multiple, concurrent projects on the engagement. 

Duties/Responsibilities:  

• Manages the day-to-day operations and activities for the assigned team, including leading Team Leads, under general direction and guidance of the Operations Program Manager (OPM).


• Act as the conduit between the agents, Team Leads and the OPM’s escalating issues as appropriate and ensuring understanding and alignment to leadership direction.


• Monitor individual and team performance, provide coaching, mentorship, and guidance to ensure performance and quality standards are met or exceeded.  


• Monitor workflow changes and immediately communicate necessary information to the team. 


• Partner with appropriate teams to assess and enact logistical pivots to maintain SLA adherence.


• Monitors and manages team schedule, timecards and attendance adherence and logs nonproductive time daily. 


• Craft and maintain project plans, schedules, and task breakdowns to achieve defined scopes of work, drive client satisfaction.


• Encourage engagement growth through repeated project delivery successes, strategic differentiation, and pro-active partnership with Leadership to identify and capitalize on opportunities both within Blueprint and on VE.


• Dive into data/metrics to identify root causes, determining optional long-term solutions that ensure an overall world class customer experience.  


• Drive morale in your line of business by promoting morale initiatives within your teams and regularly partnering with our Morale Committee.


• Assist OPM in preparing presentation and reporting slides, gathering relevant data and organizing materials for both internal and client-facing meetings, ensuring that these reports are clear, concise, and aligned with the client’s expectations.


• Maintain high performance in personal ticket work. 


• Assist with escalations, employee concerns, and/or established coaching and progressive disciplinary actions in partnership with the OPMs as needed.


• Actively and consistently support all efforts on engagement initiatives and customer and employee experience.


• Partner with OPM to interview, onboard and train new staff as needed.


• Follow and enforce Blueprint policies, processes, and core values. 


• Other duties and projects as assigned. 

Qualifications: 

• 3-5 years of experience in an operations or service delivery role in a fast paced, evolving environment.


• 1+ years of experience working within the VE internal Team Lead role required.


• Demonstrated leadership and proven experience successfully managing others and maximizing the performance of a team.


• Demonstrates a high level of service-excellence and consistently meets performance expectations.


• Demonstrates senior-level client expectation management across active client work, minimizing delivery-centric escalations to both Leadership/OPM team and the client.


• Strong business acumen and previous accountability for quality targets.


• Knowledge of gaming industry trends, major events, and news. 

Skills/Abilities: 

• Ability to translate business strategy into tactical day-to-day delivery.


• Ability to leverage Blueprint tools, standards, and processes in a proficient manner and effectively apply to meet business needs or solve a problem within the business unit.  


• Innovative thinker and excellent written, verbal, listening communication and presentation skills.


• Strong leadership and interpersonal skills with the ability to effectively communicate with different teams, levels of management, key business stakeholders and other functional departments.  


• Strong organizational and time management skills with the ability to prioritize workloads across a team.


• Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance.


• Ability to effectively lead by example, coach and mentor a team of diverse employees.


• Effective decision making and problem-solving skills.


• Strong customer service skills and attention to detail.  


• Ability to work as part of a team and independently. 

Essential Functions: 

Availability: 

• Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy.


• Specific work shifts may be subject to change based on business needs.


• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.   

Physical Requirements: 

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.


• Ability to sit at a workstation for extended periods, engaging with content on a monitor.


• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm. 

Communication and Collaboration: 

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients. 


• Role may require the ability to communicate in written form other languages as specified based on engagement requirements.  


• Openness to receiving constructive feedback and maintaining courtesy in interactions. 

Independent Judgment and Time Management: 

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.  

Accessibility Accommodations: 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job. 

Salary Range

In the spirit of pay transparency, our pay ranges vary based on multiple factors, including but not limited to, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: $26.00-$29.50 USD/per hour. The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.  We believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role.  Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth

FLSA - Job Classification:  Non-Exempt - Hourly, Full Time Position 

Location: Hybrid (Work from home and in-office located in Bellevue, WA)