Operations Manager

Job Description

Manages computer operations. Ensures production schedules are met. Ensures computer resources are used effectively. Coordinates the resolution of production-related problems. Ensures proper relationships are established between customers, teaming partners, and vendors to facilitate the delivery of information technology services. Provides users with computer output. Supervises staff operations.

Required Skills

• Minimum/General Experience: Seven (7) years of experience managing the operations of large-scale computer systems.
• Minimum Education: A bachelor's degree from an accredited university in a related field such as Computer Science, Engineering, Information Systems, Data Processing, Business, etc.
• Oversees all aspects of a 10-15 person for both APV and Informed Delivery Campaigns: may be involved in decision making for high-value disputes and responding to highly complex customer inquiries.
• Sets deadlines, assigns responsibilities, and monitors and summarizes progress of projects.
• Prepares reports for upper management regarding status of project.
• Communicates resolution to customers while ensuring customer retention and satisfaction.
• Familiar with a variety of the USPS field's concepts, practices, and procedures
• Relies on extensive experience and judgment to plan and accomplish goals.
• Ten (10)+ years of progressively more complex customer service roles.
• Eight (8)+ years in supervision and management of customer service teams and customer retention initiatives.
• Strong interpersonal and professional oral and written communication skills.
• Ability to lead and direct the work of others.
• Identifies, analyzes, and tracks risks within SalesForce.
• Generates statistical and department performance reports for management review.
• Communicates statuses and escalates concerns when needed.
• Manages communications with stakeholders at all levels of the organization.
• Documents Standard Operating Procedures by updating existing or creating new SOPs.
• Ensures proper recording and closure of all issues within SalesForce.
• Understands and can present the difference between Informed Delivery and Informed Delivery Campaigns.
• High proficiency in MS Excel required.
• Advanced knowledge of postage fees, requirements for class, sorting equipment types, dimensions requirements, classes of mail, and packaging requirements.
• Familiarity with database concepts required.
• Ability to work independently on very complicated tasks required.
• Strong interpersonal and professional oral and written communication skills required.
• Ability to direct team members in methods of technical problem resolution.
• Wide degree of creativity in improving existing processes is expected.
• Ability to adapt to rapidly changing requirements.
• Experience in managing customer requirements and small teams.
• Strong planning, organizational and process development skills.
• Technically competent with various software programs - MS Office Suite, MS Teams.
• Works independently and collaboratively with minimal supervision.
• Ability to troubleshoot Salesforce phone system.
• Experience with Teradata
• Experience with problem tracking and incident reporting using Salesforce.

Desired Skills

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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.