Description Position Details: Job Title: Executive Support Specialist Job Type: Full-time Salary Range: $145,000 - $165,000 Location: Washington, DC Dynanet Corporation Overview: Dynanet started with a focus on IT infrastructure and operations, helping organizations enhance their networks and overcome the limitations of 1990s technology. From strengthening communication channels to introducing innovative ways to collaborate and share information, Dynanet played a crucial role in shaping the early stages of digital transformation. The company’s efforts helped organizations build the very fabric of connectivity that now powers our modern world. Over the last three decades, Dynanet has grown into a trusted partner for organizations looking to innovate boldly and transform seamlessly. While technology continues to evolve and unlock new opportunities, for nearly 30 years, Dynanet remains committed to delivering cutting-edge solutions that drive lasting change for its customers. Through agility, foresight, and an unwavering dedication to excellence, Dynanet continues to empower organizations to thrive in a rapidly changing digital landscape. Our story is more than just a story of technology – it’s a story of vision, growth, and transformation that has shaped the past and continues to pave the way for the future. About the Role: The Executive Support Specialist is responsible for transforming the ACF Tech's business processes to be more efficient and effective across all organizational functions. This role focuses on analyzing current state processes, identifying improvement opportunities, and implementing streamlined workflows that enhance operational performance while maintaining compliance with federal standards. The position requires expertise in business process management, process improvement methodologies, and change management to drive the ACF Tech's transformation from fragmented technology ecosystems to federated enterprise services. This specialist will work cross-functionally to break down silos, improve collaboration, and establish explicit knowledge transfer processes that support the customer 's mission-critical technology operations. Roles & Responsibilities: Business Process Analysis & Documentation: - Conduct comprehensive analysis of the ACF Tech's current business processes across all divisions and functional areas - Document existing workflows, identify inefficiencies, bottlenecks, and improvement opportunities - Map current state and design future state processes using industry-standard methodologies (BPMN, value stream mapping) - Ensure the ACF Tech documentation is well-written, error-free, and tailored to intended audiences (public, technical stakeholders, the customer program offices) - Develop and maintain standard operating procedures (SOPs) that provide explicit knowledge rather than relying on implicit knowledge - Create process documentation that serves as tools to maintain order, deliver consistency, and work with integrity Process Improvement & Optimization: - Lead quarterly initiatives to substantially improve 3+ key the ACF Tech processes through enhanced workflows and appropriate automation - Analyze and recommend practical ways the ACF Tech team can improve effectiveness and efficiency across organizational operations - Identify opportunities for process automation using available enterprise tools and technologies - Design streamlined processes that eliminate unnecessary steps while maintaining compliance and audit requirements - Implement process improvements that enhance overall operational performance and customer satisfaction Collaboration & Communication Enhancement: - Improve collaboration across the ACF Tech teams and divisions through live coordination mechanisms (daily scrums, cross-functional meetings) - Facilitate asynchronous communication improvements and knowledge sharing practices - Support the development of a culture of explicit knowledge transfer and transparency in work - Ensure 100% of the ACF Tech's recurring meetings are effectively managed and productive use of time - Document action-oriented outcomes, clear next steps, assignments, and decisions post-meeting - Develop meeting governance standards with published agendas shared in advance Technology-Enabled Process Solutions: - Identify opportunities where enterprise tools can address office needs and improve business operations - Support 10+ new business operations annually that are substantially improved through usage of the customer enterprise tools - Coordinate with Customer Engagement Team, Agile Team, and Device Management Team to streamline service request processes - Analyze current fragmented support environment across multiple channels (Zendesk, ServiceNow, emails, phone, chat, Smartsheet) - Design unified, one-stop service management solutions to improve coordination and provide consistent support Change Management & Training: - Support the ACF Tech in instilling a culture of explicit knowledge transfer and organizational transparency - Develop change management strategies for process improvements and new workflow implementations - Create training materials and conduct sessions on new processes and procedures - Support organizational transformation during periods of significant change (staffing reductions, consolidations) - Facilitate adoption of new processes across diverse stakeholder groups Federal Compliance & Governance: - Ensure all process improvements maintain compliance with federal standards (FISMA, FedRAMP, NIST, DOGE requirements) - Support governance frameworks that drive technology delivery without impeding progress - Align process improvements with Executive Order 14158 requirements for government efficiency and productivity - Maintain processes that support federal legal responsibilities while enhancing mission success Performance Measurement & Analytics: - Develop and implement metrics to measure process improvement effectiveness and efficiency gains - Track performance indicators for process optimization initiatives - Provide regular reporting on process improvement outcomes and ROI - Support data-driven decision making through process analytics and performance measurement Required Professional Skills: - Business Process Management: Minimum 7+ years of experience in business process analysis, design, and improvement in complex organizational environments - Process Improvement Methodologies: Expertise in Lean, Six Sigma, BPM, or similar process improvement frameworks with demonstrated results - Federal IT Environment: Understanding of federal IT operations, compliance requirements, and governance frameworks - Documentation & Communication: Exceptional written communication skills with ability to create clear, error-free documentation for diverse audiences - Stakeholder Management: Experience working with cross-functional teams and facilitating collaboration across organizational silos - Change Management: Knowledge of change management principles and experience implementing process changes in large organizations - Meeting Facilitation: Proven ability to facilitate productive meetings, document outcomes, and drive action-oriented results - Analytical Skills: Strong analytical and problem-solving abilities with experience identifying root causes and developing solutions - Technology Integration: Understanding of enterprise software tools and their application to business process improvement - Project Management: Experience managing multiple process improvement initiatives simultaneously with competing priorities - Federal Compliance: Knowledge of federal regulations and ability to design compliant processes Preferred Professional Skills: - Certifications: Lean Six Sigma Black Belt, Certified Business Process Professional (CBPP), or similar process improvement certifications - Federal Experience: Previous experience with the customer, HHS, or other federal agencies undergoing organizational transformation - Automation Tools: Experience with process automation platforms, workflow tools, and enterprise software configuration - Service Management: Knowledge of ITIL service management frameworks and ServiceNow platform administration - Data Analysis: Proficiency in data analysis tools for process performance measurement and reporting - Training Development: Experience developing training materials and conducting process training sessions - Agile Methodologies: Understanding of Agile frameworks and their application to process improvement - Advanced Degree: Master's degree in Business Administration, Industrial Engineering, Information Systems, or related field - Government Transformation: Experience supporting federal agencies during reorganization, consolidation, or efficiency initiatives Dynanet Team Requirements and Expectations: - Possess Strong written and verbal communication skills. - Highly organized with an ability to prioritize, balance, and effectively advance multiple competing priorities in a high-volume, fast-paced environment. - Ability to interact in a professional and collaborative manner with fellow Dynanet Teammates and the clients, and business partners that we work with. - Ability and desire to challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve. - Excellent judgment and creative problem-solving skills. - Respond to team member and client requests via email, MS teams, or other communication means during core business hours. - Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers. Education/Experience Requirements: - Education: Bachelor's degree in Business Administration, Industrial Engineering, Information Systems, Public Administration, or related field required - Experience: Minimum 8+ years of business process analysis and improvement experience in complex organizational environments - Federal Experience: Minimum 3+ years of experience working in federal government or federal contracting environments - Process Improvement: Minimum 5+ years of hands-on experience implementing process improvements with measurable results - Documentation Experience: Demonstrated experience creating comprehensive process documentation and standard operating procedures - Cross-Functional Collaboration: Minimum 3+ years of experience working across organizational silos and facilitating team collaboration - Change Management: Experience supporting organizational change initiatives and process transformation projects Employee Benefits Overview: - Industry Competitive Compensation - Medical and Dental Insurance - Paid Time Off/Holidays - 401(k) Retirement Plans with Matching - Remote Work* - Paid Training - Employee Referral Program - Employee Development Program

About Us Responsive Answering Service provides contact center and answering services to businesses across the United States. We act as an extension of our clients’ operations—integrating seamlessly with their systems, workflows, and brand voice. Our distributed teams enable flexible, scalable coverage while maintaining a strong focus on service quality, reliability, and performance. Job Overview Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, remote work environment? Responsive Answering is seeking a dedicated and customer-focused Customer Service Representative to join the team. This is a full-time, work from home position and you'll handle high volumes of customer calls, providing product and service information, following instructions, and procedures, resolving complaints, and maintaining customer relationships through active listening and problem-solving skills. Responsibilities - Manage high call volumes from inbound phone traffic. - Follow company policies and procedures to handle calls efficiently and professionally. - Achieve member engagement targets by adhering to departmental guidelines. - Respond to customer complaints and resolve issues following company standards. - Multitask across several applications in a fast-paced environment. - Demonstrate excellent verbal and written communication skills.

• Du bearbeitest Kundenanfragen zu Bestellungen, Lieferungen und Produkten • Du verwaltest Bestellungen, Rücksendungen und Erstattungen im System • Du pflegst und aktualisierst Kundendaten • Du bearbeitest Reklamationen und Sonderfälle • Du stellst einen hohen Qualitätsstandard im Kundenservice, sowie Kundenbindung sicher

Sobre Nosotros – Remote Talent LATAM En Remote Talent LATAM conectamos talento excepcional de América Latina con empresas líderes a nivel global. Nuestro enfoque está en relaciones a largo plazo, crecimiento profesional y resultados de alto impacto. Sobre el Cliente Nuestro cliente es una academia digital líder en el mercado hispanohablante, con presencia internacional y un fuerte enfoque en educación online y transformación profesional. Se encuentran en una etapa de crecimiento acelerado, operando con altos volúmenes de leads y clientes, especialmente durante lanzamientos masivos. Su enfoque combina experiencia humana + automatización + inteligencia artificial, buscando escalar sin perder cercanía ni calidad. Sobre el Rol Este rol es responsable de liderar la experiencia de atención al cliente a través de canales escritos (WhatsApp, email, redes sociales), asegurando una experiencia cálida, cercana y altamente efectiva. Actuarás como el punto central de la operación de atención, coordinando equipo interno y externo, y participando activamente en la evolución de automatizaciones y agentes de IA. No es un rol técnico de programación, pero sí requiere pensamiento lógico, análisis y capacidad de mejora continua. Responsabilidades Clave - Supervisar la operación de atención en todos los canales escritos, asegurando calidad, tiempos de respuesta y experiencia del cliente - Liderar, desarrollar y dar seguimiento al equipo de atención (interno y externo) - Coordinar con agencias externas durante lanzamientos de alto volumen - Auditar conversaciones para garantizar tono, claridad y alineación con la marca - Co-crear, entrenar y optimizar agentes de IA junto al equipo técnico - Crear y mantener SOPs, FAQs y bases de conocimiento actualizadas - Detectar patrones, objeciones y oportunidades a partir de conversaciones con leads y clientes - Intervenir en casos complejos o escalados cuando sea necesario - Monitorear métricas clave (tiempos de respuesta, conversión, satisfacción, etc.) y tomar decisiones basadas en datos