Senior Manager, Customer Operations

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Job description

Overview:At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve-including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us!Your Role:We are seeking a Senior Support Operations Manager responsible for collaborating with Technical Support Leadership team in the day-to-day delivery of the SolarWinds Technical Support Business.The role will be responsible for working with the broader team in support of the teams overall KPI attainment, and in supporting the team through the delivery of reporting and performance dashboards to underpin the teams overall performance.The Operations Manager will work with the team, assisting them in capacity planning, performance attainment reviews, resourcing, onboarding planning and will work with the wider stakeholders in support of recruitment, resource planning and vendor management. They will work with the team to ensure the teams are progressing in line with the agreed rep and team development plans, and that appropriate mitigations are in place to ensure sufficient product coverage in line with the business needs.Responsibilities:Your Impact:Assist in the planning and strategic direction of the team.Manage and assist with the delivery of change to the business.Help the team prioritize open issues and requests, so they can be managed effectively by the operational delivery teams.Collaborate with the support leadership on establishing and maintaining effective relationships with Engineering and product teams.Drive and continually improve productivity and quality improvements within the team.Collaborate with the support leadership and the Quality teams to ensure the highest level of customer satisfaction through professionalism and swift resolution of incidents.Convert data and customer feedback into process improvements that systemically help improve the organization - and provide more accurate data.Responsible for developing corrective improvement plans based on customer arrival patterns and ensuring all service levels are met or exceeded.Exercises sound judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.Qualifications:Your Experience:Bachelor's degree with a technical or business focus preferred, or an equivalent combination of education and experience.2-3 years' relevant experience in managing technical support team performance and in assisting the team in KPI attainment.Demonstrated experience working independently on multiple initiatives, with the ability to prioritize workload and manage conflicting demands.Organized, analytical, detail and results orientated.Excellent written and verbal skills.