Manager Operations

Position Overview

The Manager Operations is responsible for building and maintaining a high performing, supportive, and an awesome team of Solutions Consultants. The primary objective will be to coach and empower the team to deliver the best customer experience spanning from presales, onboarding, support, and renewal. This position will also require you to be comfortable engaging with customers and helping out the team with demos, tickets, and renewal conversations as needed. This is a people leadership role reporting to the top Management.

Responsibilities

As the Manager Operations your duties will include:

• Leading a team of Solutions Development and technical support based in Lahore with strong leadership to meet customers’ expectations and business SLA
• Coaching and mentoring of team members
• Achieving department SLAs, metrics, and OKRs
• Execute necessary action to achieve service KPI such as Response Time, Uptime, First Time Fix ratio, etc.
• Resource scheduling for team and Projects
• Optimize technical staff resource allocation
• Monitor/Execute necessary action to minimize service cost to improve service profitability
• Evaluate team member performance based on KPI’s
• Professional development and career pathing
• Owning and resolving customer escalations
• Follow up customer complaints with team and providing direct customer support as needed
• Working on continuous process improvements and projects
• Define success and help the team achieve success
• Hire, Train and onboard new employees
• Any other duties assigned by Management from time to time

Minimum Requirements

• You are a role model and lead through inspiration, perspiration, and determination.
• Comfortable wearing many hats
• Adept at conflict resolution and handling escalations
• Ability to troubleshoot and problem solve
• Comfortable working cross-functionally with other teams
• Excellent verbal and written communication skills. You know what to say and how to say it
• Keen attention to detail
• Commitment to learning and continuous improvement
• Thrives in a fast-paced, dynamic environment and able to work independently and as a team
• Previous experience leading teams
• Bachelor's degree in engineering or computer Sciences
• 3+ years of equivalent work experience
• Experience in customer relationship management

Job Location:

Karachi

Job Type: Full-time

Pay: Rs50,000.00 - Rs90,000.00 per month

Ability to commute/relocate:

• Karachi: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• Operations: 1 year (Required)

Work Location: In person