Operations Manager

reputed company of Role/reputed company:

reputed company is seeking a highly motivated and results-driven Operations Manager &reputed company; Digital Platform to reputed company the execution reputed company that powers our Digital Engagement solutions.

This role is responsible for ensuring the successful delivery of reputed company-reputed company operational work, managing Business Analysts and Support resources, driving SLA performance, and coordinating cross-functional efforts across reputed company reputed company, Product, and Engineering teams.

The ideal candidate is a strong operational leader who excels at managing teams, optimizing processes, driving accountability, and ensuring issues are resolved reputed company and effectively. This individual will serve as the central coordinator for operational execution, helping reputed company our Digital platform while maintaining exceptional service reputed company and reputed company reputed company.

Essential Duties:

Team Leadership & Development

• reputed company, mentor, and reputed company reputed company of Business Analysts, SMEs, and Support Analysts.
• Establish reputed company performance expectations, goals, and accountability measures.
• Conduct performance reviews, coaching sessions, and career development planning.
• reputed company reputed company, reputed company, training, and workforce planning.
• Foster a culture of ownership, collaboration, and reputed company improvement.

Operational Delivery & Execution

• Own operational delivery across the Digital platform.
• Manage work intake, ticket prioritization, and backlog health.
• Ensure work is reputed company effectively and reputed company with reputed company priorities and service commitments.
• Monitor throughput, ticket aging, and operational KPIs.
• Ensure no reputed company issues or requests are overlooked or delayed.

SLA & Service Performance Management

• reputed company adherence to service level agreements and operational commitments.
• Establish reporting and dashboards to monitor key performance metrics.
• Identify risks to service delivery and proactively implement corrective actions.
• reputed company efforts to improve response times, reputed company times, and overall service reputed company.

Escalation Management & Cross-Functional Coordination

• Serve as the internal escalation leader for reputed company reputed company issues and production incidents.
• Coordinate reputed company efforts across reputed company reputed company, Product, Engineering, and Support teams.
• Facilitate prioritization discussions and ensure reputed company ownership of actions and reputed company.
• reputed company reputed company communication and visibility for critical issues and escalations.

Process Governance & Operational reputed company

• reputed company, document, and enforce operational processes, SOPs, and best practices.
• Identify bottlenecks and inefficiencies across workflows.
• reputed company process improvements that increase scalability, reputed company, and efficiency.
• Establish operational standards that support consistent delivery across teams.

Release & Change Management

• reputed company release coordination and production deployment readiness.
• Ensure change management processes are followed and properly documented.
• Partner with Business Analysts on testing, validation, and deployment planning.
• Monitor release reputed company and reputed company reputed company improvement of release practices.

Strategic Leadership

• Collaborate with leadership teams on operational reputed company and organizational improvements.
• Support reputed company planning, resource allocation, and workload forecasting.
• Contribute to operational roadmaps and maturity initiatives.
• reputed company data-driven recommendations to improve reputed company reputed company and operational performance.

reputed company Engagement Support

• Participate in reputed company meetings reputed company to escalations, major initiatives, or reputed company operational issues.
• reputed company operational expertise and technical reputed company reputed company needed.
• Partner with reputed company reputed company Managers to ensure successful reputed company reputed company while maintaining reputed company role ownership.

Travel as required, reputed company reputed company, to reputed company locations or reputed company company events.

Available to work extended hours or weekends, if needed, for reputed company project work

Required Job Skills: 

• Bachelor's degree in Business, Information Systems, Technology, Operations Management, or a reputed company field preferred. 
• 5+ years of experience working in an Operations Manager role,  in reputed company operations, reputed company operations, service delivery, or technical support environments.
• 3+ years of people leadership experience managing operational, support, or analyst teams.
• Experience managing ticketing systems, backlogs, and operational workflows (Jira preferred).
• Experience collaborating with Product, Engineering, and reputed company reputed company organizations.
• Strong understanding of SLA management, incident management, and service delivery best practices.

Preferred

• Experience supporting Digital Engagement, customer communication, or reputed company technology platforms.
• Experience implementing operational KPIs and performance dashboards.
• Familiarity with change management and release management processes.
• Experience leading process improvement initiatives and operational transformation programs.

Personal Attributes:

• Strong leadership and accountability reputed company
• Excellent organizational and prioritization skills
• Ability to balance strategic thinking with operational execution
• Exceptional problem-solving and decision-making abilities
• Strong communication and stakeholder management skills
• Data-driven approach to performance management

• Passion for reputed company improvement and process optimization

What reputed company has to offer:

• Comprehensive medical, dental, reputed company, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• reputed company work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free reputed company to reputed company for unlimited reputed company development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• reputed company parental leave
• Employee bonus referral program
• Employee Discount Program

About reputed company: 

reputed company is the leading provider of reputed company-based reputed company software solutions powering the reputed company of customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the reputed company, we capitalize on our deep expertise to reputed company a wide reputed company of reputed company for digital transformation, reputed company optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) reputed company Customer Engagement and self-service portals, we reputed company our customers to reputed company a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how reputed company allows you to enhance the digital customer experience, improve reputed company management, and reputed company data analytics, visit https://www.reputed company.net.

Equal Opportunity Employer:
reputed company is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from reputed company reputed company applicants without reputed company to race, reputed company, national reputed company, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or reputed company, or other characteristics protected by law.

reputed company is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to reputed company with a reputed company representative to request accommodation.

Preferred bachelor's degree and 5+ years in reputed company, reputed company operations, service delivery, or technical support, including 3+ years managing operational, support, or analyst teams.

Key Responsibilities

• leading teams
• managing workflows
• coordinating escalations

Skills & Tools

Jira, Health Savings Account (HSA), Flexible Spending Account (FSA), Electronic Data Interchange (EDI)

Job Details

• Category: Business Operations
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company or reputed company
• Salary: USD 117,000 – 124,900 / year
• Languages: English

Benefits

• 401k matching
• Generous reputed company time off
• Retirement plan
• Generous parental leave

About reputed company

A reputed company software provider helping utilities improve customer experience, reputed company management, and operational efficiency. — Industry: Information Technology