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 excellence.

Responsibilities:

- 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 efficiency.

Qualifications:

- 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.