Senior Operations Lead (Night)
Job Description
In this role, you’ll be an early member of a critical team in a rapidly developing industry. As Operations Lead you’ll have a direct impact on the experience of our customers and you’ll lead our tactical operation during a defined operational period (day, mid, or night). You’ll be at the heart of our CS team, working directly with cross-functional partners in our Operations Command Pod and leading the coordinated response of our support team. Additionally, you’ll help to build and test our processes, identify gaps, and recommend improvements. This role is highly collaborative and dynamic, one moment you may be coordinating our response to an escalated issue, the next you may be writing a recommendation for a process improvement.
Responsibilities
- Work from our Scottsdale, AZ offices (including nights, weekends, and holidays)
- Lead our Support Operations across multiple markets, and functions during the night operational period
- Represent Customer Success in the cross-functional operations Command Pod and coordinate our support response to live events across our operating areas
- Analyze on the impact of new product and service rollouts through the lens of the customer experience and provide feedback to leadership and partners
- Translate customer needs and feature requests into recommendations for our product team
- Be a subject matter expert (SME): You will develop and maintain deep knowledge about our customers’ experiences, identify trending issues and support rapid triage and resolution
- Model our lived behaviors to encourage others to do the same in their daily work
Job Requirements
- 4+ Years Customer Support or Support Operations experience required, preferably in a global organization
- Proven commitment to fostering consistently outstanding customer experiences
- Passion for identifying and articulating nuanced (at times technical) problems in plain writing
- An ownership mentality, you do what it takes and are always looking for opportunities to better your work product
- Exceptional written communication skills, ability to convey clear messages to a wide variety of users across modalities
- Demonstrated ability to self-organize and prioritize work in an fast-paced, ambiguous environment
- Comfortability working with modern customer support and productivity tools (Sprout Social, Salesforce, Google Workspace, Confluence, etc)
Bonus points!
- Previous experience in high-tech or transportation industry
- Passion for the AV industry
- Experience working on a distributed team
- Formal training or certification in continuous improvement methodologies (six sigma, etc.)
- Experience directly leading a function or a team
