Senior Manager, Global Operations Excellence

Role Overview

• Build and foster an engaged, diverse team of operations excellence experts, high-performing individual contributors, and people managers:
• Own and manage end-to-end people strategies and operations. This includes hiring, onboarding, talent development, as well as employee engagement, wellbeing, and morale.
• Enable the professional success of the team and its members by supporting and motivating them to meet or exceed expectations.
• Provide operational expertise to customer support initiatives and act as the spokesperson for frontline teams:
• Influence the upstream design of services and products to ensure strong implementation, and efficient, successful operations.
• Build relationships across the customer support network to ensure the voice of operations is heard as early as possible.
• Serve as a facilitator and catalyst to ensure the smooth and successful roll-out of key community support programs.
• Track these initiatives across your teams and the wider operations organization, and report progress to operations leadership in an effective, streamlined manner.
• Ensure strong collaboration and effective launch of strategic initiatives by working closely with operational teams that manage partners and internal, network-wide teams.
• Define and manage the global operations operating model at the leadership level.
• Define and facilitate key forums for our leadership teams: all-staff meetings, operations priorities forum, and potential leadership meetings.
• Be responsible for understanding what is happening across the customer support organization, how and when it will impact our operations teams, and serve as a point of contact for our leadership team, including the Senior Director.
• Coordinate our teams to ensure proper reporting of our results and business impact, collaborating cross-functionally with key customer support teams (business operations, CSA).

Requirements

• At least 12 years of progressive experience in call center or customer support operations, with proven experience in strategy, operations optimization, and data
• and technology-driven programs.
• Bachelor's degree in business or science, or equivalent practical experience.
• Strong people leadership and team management skills, including comfort giving and receiving feedback, handling complex employee and talent issues, and experience developing team members and building a strong talent pipeline.
• Experience translating overarching goals and strategy into actionable, concrete steps for your teams.
• Experience working in large-scale global teams in dynamic environments where ambiguity and change are the norm.
• Strong interpersonal and teamwork skills with the ability to collaborate and consult with cross-functional partner organizations (from product and engineering to workforce, training, and operations).
• Excellent business partnering, influencing, and presentation skills (written and verbal).
• Experience designing team structures and organizational configurations, with the ability to design, implement, and iterate.
• Strong analytical skills and a deep understanding of data across the agent and customer journey.
• Ability to identify key priorities, allocate resources appropriately, and report on impact.
• Ability to travel approximately 15–20% of the time; flexibility to meet business needs outside normal working hours as required.

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits