Associate Operations Manager

Syniverse is the world's most connected company. Whether we're developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward.  Which is why we work with some of the world's most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we're able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

The Associate Operations Manager will be responsible for managing the primary functions performed within the Operations business unit. The key focus of this role includes training and supervising employees, reducing operational costs, monitoring the department's compliance with operational policies, and keeping up-to-date with the progress of administrative duties. To be successful in this role, the Operations Supervisor should have excellent leadership, project management, and administrative management skills.

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Some of What You'll Do

Scope of the Role: 

• Direct Reports: This is a management role with direct reports. 

As a Syniverse leader we expect you to amplify the careers of team members through coaching and development opportunities. By doing so you demonstrate that: 

• You appreciate – the work, your team, and the customers you serve.  

• You accelerate – skill growth, build networks and expand possibilities.   

• You accept – by making space for all ideas and inviting diversity of thought. 

• You acknowledge – and lead with empathy, vulnerability, and honesty. 

Key Responsibilities: 

• Manage operational staff to ensure departmental objectives are obtained and resolution to all issues and concerns are resolved efficently and effectively. 

• Manage the department workload and priorities and ensure adequate staffing coverage for each specialization area. 

• Serve as an escalation point for reported outages or customer initiated escalations. Coordinate escalation internally with designated product support managers and notify senior management as needed. 

• Provide guidance to operations personnel with the handling of customer problems, issues, questions, and concerns that are of a more challenging nature, meeting or exceeding customer expectation. 

• Develop and distribute daily, weekly and monthly reporting of KPI metrics for global and regional performance. 

• Generate both internally and externally requested reports, files, output to support problem resolution, billing issues, and new revenue generation. 

• Developing strategies to improve department metrics and performance. 

• Ensure employees have the necessary tools, training and soft skill development to be successful. 

• Coordinate and develop support plans for existing and new products and services with the various internal departments 

• Control budgetary spending within department budget guidelines and manage accurate project time reporting. 

Experience, Education and Certification: 

• High School diploma or GED; preferred Bachelors degree or equivalent work experience 

• 5+ Years of supervisory or leadership experience 

• Working knowledge of Project Management 

• Experience with MSOffice products, proficient user of MS Excel and Powerpoint 

Additional Requirements: 

• Strong interpersonal, communication, coaching and leadership skills 

• Demonstrate problem-solving ability. 

• Ability to handle confidential and sensitive matters with discretion. 

• General accounting process application and finance terminology 

• Ability to handle multiple tasks simultaneously. 

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Why You Should Join Us

Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.

Know someone at Syniverse?

Be sure to have them submit you as a referral prior to applying for this position.

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