Sr. Support Operations Manager

Job Title

Job Description

Minimum required Education:
Bachelor's / Master's Degree in Health Science, Architecture, Engineering, Business Management or equivalent.

Minimum required Experience:
Minimum 5 years of experience with Bachelor's OR Minimum 3 years of experience with Master's in areas such as Service Delivery, Service Operations or equivalent.

Minimum required Certification:
N/A

Job title:
As a Senior Support Operations Manager , you will lead complex and multiple service teams across the LATAM Hispanic clusters to optimize performance, ensure high customer satisfaction, and deliver on key operational KPIs. You will design and build an effective support and managed services organization, collaborating closely with sales and operations partners to understand and meet customer needs across the region.

Your role:

• Understanding the LATAM Hispanic market needs, create a managed service expansion strategy to deliver value added services in a cost-effective manner in alignment to the price sensitive markets
• Setting the objectives and operational strategy for the LATAM Hispanic Cluster in alignment with the Americas and Global strategy.
• Through the LATAM Hispanic cluster coordinators, set individual customer strategies to maximize customer experience and retention
• Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
• Utilize LEAN-Agile techniques and operational measures to drive operational productivity, efficiency, and customer experience improvements at the business and department level.
• Identify / develop talent and lead by example to promote a customer first, learning, urgent, accountable culture.
• Respond to escalation requests when receiving management escalations to address customer concerns or create on demand account escalations to manage a customer holistically for 1 or more escalated cases.
• Partner to ensure Revenue and cost targets are achieved (throttle w/ Central teams as necessary), and balance Revenue w/ MCOSTs – Financial acumen is critical.
• Plan, direct, coordinate, make decisions and execute recovery plans while leading your team and communicating with customers - You are the General on the call and own the issue/customer until resolved!
• Collaborate with peers in NA and India to develop and manage a comprehensive, integrated, remote monitoring function.
• Lead strategic initiatives to improve service operations across regions or business units
• Provide closed-loop feedback to peers and BU leadership to better serve our customers and ensure future features/capabilities and systemic issues are incorporated into plans
  

You're the right fit if:

• Bachelor’s degree in a technical or business field is preferred.
• At least 1 year of management experience in a service-related function.
• 3–5 years of previous leadership experience preferred.
• 5–10 years of experience in operations, support, or service delivery preferred
• ITIL 4 practices
• Proficiency in Spanish and English; Portuguese is a plus.
• Budget and team leadership experience.
Willingness to travel to meet clients in Latin America

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.