Operations Manager
5 days ago
We are seeking an experienced Operations Manager to lead our team of technical support engineers in Bangalore or Hyderabad. This role provides a unique chance to drive operational excellence within a global support environment, spanning APAC, EMEA, and US time zones.
You will be responsible for:
Building a High-Performing Team: Lead, mentor, and coach a team of technical support engineers, fostering a culture of continuous learning and development.
Delivering Exceptional Customer Service: Ensure your team provides timely, high-quality technical assistance to customers across various channels (email, chat, phone, video calls).
Strategic Management: Set and monitor team goals, KPIs, and SLAs (Service Level Agreements) to ensure efficient and effective support operations.
Process Improvement: Develop and implement best practices, policies, and procedures for support engineering, including troubleshooting, escalation protocols, documentation, and communication.
Resource Management: Oversee the support team's access to necessary tools, resources, and training for success.
Metrics & Analytics: Analyze and report on support metrics, trends, and customer feedback, identifying areas for improvement and driving data-driven decision making.
Collaboration: Foster strong relationships with internal stakeholders (product, engineering, sales) and external partners to ensure best practices and customer-centric solutions.
Technical Knowledge: Stay updated on the latest product features, enhancements, and bug fixes to empower both your team and customers.
We offer a competitive salary of $120,000 - $150,000 per year, depending on experience. If you're passionate about delivering exceptional customer service and have 5-8 years of experience as an Operations Manager or similar role, we'd love to hear from you.
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