Sr. Manager, Support Operations

JOB SUMMARY:

The Sr. Manager, Support Operations will work closely with the Director of Support to build and maintain tools, processes and data that enables an efficient and successful Support organization. You will directly manage Support Operations, and help act as the connection point between Support staff, processes to best serve our clients and our back-office functions

 

Responsibilities:

  • Partners with the Support management team to proactively identify and address process gaps, best practices and areas for continuous improvement
  • Influence change for increasing Customer Satisfaction
  • Implement, document and enforce processes, infrastructure and tools that enable clear visibility into managing Support KPI’s for performance, capacity and goal setting
  • Interview, hire and develop teams  
  • Manage teams across product lines
  • Plan, implement and monitor changes in infrastructure configurations (including Salesforce)
  • Create and monitor reports and dashboards, and follow-up appropriately
  • Coordinate with other departments to provide meaningful reporting, metrics and analyses that deliver key business insights
  • Develop, create and maintain all associated Support documentation
  • Develop processes, safeguards and regular checks to ensure data integrity within CRM
  • Deliver process training and reinforce processes to the Support Team
  • Represent Support Operations when coordinating efforts with other departments
  • Other duties as assigned by management

Skills & Requirements

Qualifications:

  • Degree in business or related field
  • 8+ years in a support organization
  • 3-5 years of experience managing a team of support professionals at varying levels
  • Strategic thinker with good business acumen
  • Strong written and verbal communications skills and experience in facilitation
  • Great interpersonal skills, works effectively with clients and subordinates
  • Excellent client management instincts and abilities
  • Must be an effective problem solver & troubleshooter
  • Experience managing and growing a services organization in high growth environment
  • Experience developing methodologies that differentiate an organization from the competition
  • Ability and willingness to travel up to 20% of the time and occasionally work flexible hours to accommodate the time zones related to clients

 

Professional Attributes:

  • Must be able to lead, motivate & inspire a diverse group of employees
  • Must be honest and trustworthy
  • Be an exceptional communicator
  • Be respectful, flexible & professional
  • Possess cultural awareness and sensitivity
  • Outgoing, personable, responsible, self-motivated and confident
  • Be able to stay calm under intense pressure