About The Role

We are seeking a highly motivated and experienced Operations Manager to lead our Customer Support team.

This critical role will be responsible for developing and executing strategies to deliver exceptional support to our valued partners.

The ideal candidate will be a dynamic leader with a proven track record of building high-performing teams, optimizing processes, and exceeding customer satisfaction goals.

This role requires a strategic thinker with a passion for customer service and a strong understanding of operational Strategic Planning: Develop and implement comprehensive operational strategies to enhance partner support efficiency and effectiveness, aligning with overall company objectives.

• Forecast support needs and proactively plan for growth and scalability.
• Team Leadership: Recruit, hire, train, mentor, and lead a high-performing team of support specialists.
• Foster a positive and collaborative team environment, promoting professional development and growth.
• Performance Management: Set clear performance expectations and KPIs for the team.
• Monitor team performance, provide regular feedback and coaching, and conduct performance reviews.
• Identify and address performance gaps and implement improvement plans.
• Process Optimization: Continuously analyze and improve existing support processes to streamline workflows, reduce bottlenecks, and increase productivity.
• Implement best practices and leverage technology to enhance efficiency.
• Partner Relationship Management: Build and maintain strong relationships with partners, acting as their primary point of contact for support-related inquiries.
• Proactively address their concerns, provide timely solutions, and ensure a positive partner experience.
• Issue Resolution: Oversee the resolution of complex partner issues, escalating as needed and ensuring timely resolution within established SLAs.
• Develop and implement escalation procedures to handle critical issues effectively.
• KPI Tracking & Reporting: Monitor key performance indicators (KPIs) to measure team performance, identify areas for improvement, and track progress towards goals.
• Generate regular reports on team performance, operational metrics, partner satisfaction, and other relevant data.
• Analyze data to identify trends and insights to inform strategic decision-making.
• Compliance: Ensure adherence to all relevant regulations, compliance standards, and company policies.
• Maintain accurate records and documentation.
• Budget Management: Manage the operational budget for the customer support team, optimizing resource allocation to achieve cost-effective solutions.
• Forecast budget needs and track expenses.
• Collaboration: Collaborate effectively with other departments, such as product development, sales, and engineering, to ensure seamless customer support and address product-related issues.
• Continuous Improvement: Stay up-to-date with industry best practices and emerging trends in customer support.
• Continuously seek opportunities to improve the customer support experience and operational Education: MBA or equivalent Master's degree in a related field preferred.
• Bachelor's degree required.
• Experience: 3+ years of experience in a similar role, preferably in the technology industry, with a focus on customer support operations.
• Leadership: Proven leadership skills with a track record of managing, motivating, and developing high-performing teams.
• Technical Proficiency: Strong understanding of technology and the ability to learn new systems and tools quickly.
• Experience with CRM software and support ticketing systems is a plus.
• Problem-Solving: Excellent problem-solving and analytical skills to identify and resolve complex issues effectively.
• Communication: Strong written and verbal communication skills to effectively interact with partners, team members, and other stakeholders.
• Organizational Skills: Strong organizational and time management skills to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Attention to Detail: Meticulous attention to detail to ensure accuracy and quality in all aspects of work.
• Adaptability: Ability to adapt to changing priorities, work under pressure, and manage ambiguity.
• Customer Focus: A strong passion for delivering exceptional customer service and exceeding partner expectations
  
  

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