Operations Manager

We are seeking a Operations Manager to join our growing team!

Position Summary

Work with Support, Services and Client Success leaders to provide them with reports that allow them to execute their missions.

Define, implement, and review operational data and metrics that hold the teams accountable and drive us towards business growth.

Liaise with other departments to identify financial plans and ensure organization wide operational compliance and accurate reporting.

Prepare for and participate in budget reviews with our financial team.

Regularly meet with staff at all levels to understand the operational and tool to help improve their efficacy.

Optimize and automate where appropriate.

Manage partner operations and utilization across our subcontractor and partner network.

Work with team members in both India and the US

Other duties as needed to help the leaders and broader team operationalize current programs and processes.

A Day in the Life

The Operations Manager will assist our team in supporting the Client Support, Client Service and Customer Success leaders to leverage data and improve operational efficiency. This position is internally focused and is a highly critical role that drives us towards success and business growth. In this role, you will be working through swaths of data from varying sources to identify trends, successes, and pitfalls which can then be used to help the department leaders make data-driven decisions. You will also be responsible for ensuring that the Operations Team, including Project coordinator and resource manager, are effectively deployed to collaborate across departments and improve our utilization across the teams. This role will be responsible for partnering across the business to improve the usage of our tools and support the department leaders in their quest to improve processes and efficiency.

We would love to chat if you have...

5+ years of relevant experience managing a global operations team (India & US) impacting service, support and/or success metrics

Experience at an enterprise level SaaS company running an operations team

An understanding of utilization and resource management across a global team with multiple disciplines

Experience with data management tools and systems (excel, SQL, BI)

Willingness to work across time zones as necessary

Experience with meeting project budgets and deadlines

Great collaboration and partnership as a servant leader

Attention to detail for data accuracy and completeness

Strong written and verbal communication skills

Quick learner, motivated to understand various technologies used

Critical thinking to drive decisions

Salesforce knowledge and experience is highly valued, but not required

• Willingness to work in US time shift \u2013 (2:00 PM to 11:00 PM)