Job title
support operations manager
job description
job title:
as a service operations manager, you will lead service teams across the latam hispanic clusters to optimize performance, ensure high customer satisfaction, and deliver on key operational kpis. You will design and build an effective support and managed services organization, collaborating closely with sales and operations partners to understand and meet customer needs across the region.
responsibilities
- understanding the latam hispanic market needs, deliver value added services in a cost‐effective manner in alignment with the price‐sensitive markets.
- setting the objectives and operational strategy for the latam hispanic cluster in alignment with the americas and global strategy.
- through the latam hispanic cluster coordinators, set individual customer strategies to maximize customer experience and retention
- be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
- utilize lean‐agile techniques and operational measures to drive operational productivity, efficiency, and customer experience improvements at the business and department level.
- identify / develop talent and lead by example to promote a customer‐first, learning, urgent, accountable culture.
- respond to escalation requests when receiving management escalations to address customer concerns or create on‐demand account escalations to manage a customer holistically for one or more escalated cases.
- partner to ensure revenue and cost targets are achieved (throttle with central teams as necessary), and balance revenue with mcosts – financial acumen is critical.
- plan, direct, coordinate, make decisions and execute recovery plans while leading your team and communicating with customers – you are the general on the call and own the issue/customer until resolved.
- collaborate with peers in na and india to develop and manage a comprehensive, integrated, remote monitoring function.
you're the right fit if:
- bachelor's degree in a technical or business field is preferred.
- at least 1 year of management experience in a service‐related function.
- 3–5 years of previous leadership experience preferred.
- itil 4 practices.
- proficiency in english and spanish; portuguese is a plus.
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