Overview
Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Job Details
Job Description:
Our client is seeking a highly skilled and proactive High Touch Operations Manager to join their team. This role involves providing reactive support and building strong relationships with customer operational teams, typically within Service Operations or Network Support sectors. The ideal candidate will coordinate all areas to assist the customer in resolving their incidents as quickly as possible, thereby maximizing availability.
Responsibilities:
Qualifications:
Pay Range: $40.00 - $43.00 Hourly
This is a fully remote role and can be performed from an approved location.
Our client is seeking a highly skilled and proactive High Touch Operations Manager to join their team. This role involves providing reactive support and building strong relationships with customer operational teams, typically within Service Operations or Network Support sectors. The ideal candidate will coordinate all areas to assist the customer in resolving their incidents as quickly as possible, thereby maximizing availability.
Responsibilities:
- Identify, build and maintain relationships with the customer's internal management to ensure continuous service improvement.
- Act as a single point of contact for operational issues, coordinating technical issues and customer needs effectively.
- Represent customer needs to post-sales support teams and relevant organizations within the company.
- Travel to customer sites quarterly to present operational issues/activity, customer satisfaction, and perform gap analysis.
- Provide regular updates to customers on escalated issues and coordinate weekly conference calls to provide status reports.
- Create and present quarterly reports to customers with an analysis of the customer's support needs.
- Write processes and procedures for customized support services to enhance customer satisfaction.
- Ensure proper delivery of product and service solutions, identifying and assisting with the creation of customer training as needed.
Qualifications:
- Minimum of 3 years of experience in a similar role, preferably within a technology or service operations environment.
- Proven ability to manage and resolve incidents effectively and efficiently.
- Strong relationship-building skills with the ability to interact with internal and external stakeholders.
- Excellent organizational skills with the capability to coordinate multiple aspects of client support.
- Ability to travel to customer sites as required for quarterly visits.
- Exceptional communication skills, both verbal and written, with the ability to provide clear and concise status reports.
- Experience writing detailed reports and support processes.
- Technical proficiency with understanding of network support or service operations is highly desirable.
- Previous experience in a customer-facing role within a technical support or operations management context.
Pay Range: $40.00 - $43.00 Hourly
This is a fully remote role and can be performed from an approved location.
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