Position Description: As the Manager of Customer Support Ops and Strategy, you are in a position within the Customer First organization to partner with Customer Support, IT, and Business Operations to build and deliver key Support technology projects and programs. The Senior Customer Support Ops and Strategy Analyst is the point person for clarifying strategic level goals and outlining the execution plans to achieve them. Employing both a strategic focus, as well as a tactical approach is a must in this role. You will play a critical role in the delivery of a wide range of initiatives - from small, quick wins, to lengthy and complex programs. The ideal candidate will have strong program / project management experience in customer support technologies supporting SaaS in an agile development environment. This individual will also work closely with other team members of the Customer First Operations team to optimize cross-functional collaboration.
Job Duties and Responsibilities:
- Structure, kick-off, and run continuous and/or time-bound programs within and beyond the Engineering organization by clarifying priorities, enabling the execution of deliverables, defining program process flows, and providing continuous transparency.
- Scrum master one or more Engineering teams; and champion the adoption of agile best practices within Engineering and Product Management.
- Project manage various initiatives within and beyond Customer Support, across multiple teams; taking a hands-on and proactive approach to unblock progress, introduce efficiencies, and provide workflow solutions.
- Lead the introduction of new processes / workflows, by bringing proposed solutions to the teams and rolling them out in an iterative manner.
- Build and maintain alignment across multiple teams for keeping a focus on execution, continuous improvement, and operational excellence.
- Anticipate and mitigate risks - by having close involvement with teams’ goals and challenges, applying past experience, and keeping in mind the big picture.
- Provide clear and crisp transparency to the status and progress of initiatives.
- Streamline and report monthly/quarterly/yearly KPIs
- Create and manage financial models to forecast headcount each quarter
- Collaborate closely with cross-functional teams to successfully execute on projects (Accounting, FP&A, Legal, IT, Engineering, Product, Data & Analytics)
Minimum REQUIRED Knowledge, Skills, and Abilities:
- Minimum 5 years total in project or program management experience in a software, SaaS, or systems integration environment.
- Minimum 4 years hands-on project management experience in the integration of support software technologies (such as CRM, Telephony, Chat, WFM, Dashboards, AI, Bots, etc.), managing initiatives from start to finish.
- Minimum 2 years hands-on Scrum Master experience in a software systems integration for a SaaS environment.
- Hands-on experience project managing an initiative from start to finish.
- Excellent verbal and written communication; skilled with communication at all levels.
- Strong leadership skills; ability to influence without authority Strong technical aptitude / affinity; experience working hand-in-hand with software, test, and/or system engineers.
- Expertise with software development lifecycles, including Agile / Scrum
- Thrives in a fast-paced environment with a high rate of change.
Education and Training:
- Bachelor's degree (Master’s degree preferred)
- Training in Agile or Scrum Master certification is ideal
- PMP certification is a plus
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