Senior Operations Manager

14 hours ago


Mumbai, Maharashtra, India Aspen Technology Full time
About Us

At AspenTech, we pride ourselves on being a people-driven company. Our aspiration to continually improve and push the boundaries has been our driving force behind our success.

The Role

We are seeking an experienced Senior Operations Manager, Customer Support & Training to join our global management team. This key leadership role is vital to ensuring customer success by leading and managing a team of Technical Support Engineers who are specialists in our Subsurface & Science Engineering product suite.

This senior-level position will be responsible for:

  • Proactively ensuring effective collaboration and engaging the team to achieve/exceed goals.
  • Recruiting, performance managing, and career developing a team of Technical Support Engineers.
  • Being a positive role model for AspenTech's core values and leadership principles.
  • Ensuring adherence to contractual obligations and communicating potential gaps to management.
  • Tracking and providing timely reporting KPIs for forecasting, operations, financial, and corporate requirements.
  • Ensuring Technical Support Engineers provide timely and expert customer support to resolve a wide range of product usage and application issues for AspenTech customers.
Your Impact

As a Senior Operations Manager, you will play a crucial role in driving escalation and resolution of high-impact customer issues through AspenTech's defined processes. You will also supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees.

You will be responsible for ensuring delivery excellence of public and on-site customer training and proactively promoting AspenTech's training services. Additionally, you will monitor Customer Satisfaction survey responses with appropriate follow-up to staff and customers and work with key relationships to continually improve customer experience as required.

Requirements

To be successful in this role, you will need:

  • A minimum 5 to 8 years of relevant work experience in a technical field, preferably software support for the Upstream industry.
  • Proven 2 – 3 years of experience as an effective people manager.
  • Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
  • Ability to follow through on commitments and make sure others do the same.
  • Strong decision-making and customer service skills.
  • Ability to influence and persuade stakeholders.
  • Ability to proactively work out and seek ways so the team can contribute to AspenTech's growth.
  • Performance management of staff. Strong hiring, retention, coaching, and career development skills.
  • Ability to demonstrate critical thinking with strong analytic and problem-solving skills.
  • Ability to travel. Travel is usually less than 20% and may occasionally be international.
What We Offer

We offer a competitive salary of $110,000 per annum, plus benefits and opportunities for career growth and development. If you are a motivated and results-driven individual looking for a challenging role, please apply.



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