Senior Operations Manager
14 hours ago
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 RoleWe 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.
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.
RequirementsTo 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.
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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