Post Production Services Operations Manager

Everforth TopBloc is a Workday boutique partner firm that provides fixed-time, fixed-price Workday deployment services and on-demand Workday support. They are seeking a Post Production Services Operations Manager who will manage client support operations, ensure effective onboarding, and maintain customer data for ongoing service excellence.

Responsibilities:

• Support and manage the Client Partner Program, including maintaining Confluence documentation and overseeing customer assignments
• Coordinate and participate in Help Desk onboarding activities, ensuring smooth transitions for new team members and clients
• Own and oversee the customer distribution channel, including managing mass communications such as newsletters, termination notifications, and cyclical updates
• Maintain and manage the Customer Central Tenants, including user creation and role assignments
• Serve as the primary backup for the Help Desk Coordinator, ensuring seamless continuity of operations during their absence
• Add new clients to Smartloader and ensure ongoing maintenance of accurate client data
• Handle tenant password resets and assist with troubleshooting user access issues
• Continue to improve the efficiency of the Help Desk by supporting general documentation, streamlining processes, and providing administrative assistance as needed

Requirements:

• Minimum of a Bachelor's Degree
• Experience with ticket management tools - Jira, ZenDesk, SalesForce, ServiceNow
• 1+ years experience with high volume ticket management
• Reporting and data analytics on ticket volume/trends experience
• Experience troubleshooting and creating dashboards through ZenDesk and/or ServiceNow
• Advanced knowledge of Microsoft Office Suite, particularly Microsoft Excel or Google Sheets
• Passion for exceptional customer service and customer collaboration
• Strong communication skills, both written and oral
• Ability to interact and collaborate effectively with clients and co-workers in a positive manner that engenders confidence and trust
• Good problem solver with ability to consider alternative and diverse perspectives
• Workday Certification
• Prior management experience