job summary:
Join Harvard Business School Foundry as a Customer Success & Support Lead responsible for managing day-to-day support operations and driving process enhancements. In this hybrid role, you will lead a growing support team, optimize workflows, and work closely with cross-functional partners to deliver exceptional service and uphold business objectives.
location: Boston, Massachusetts
job type: Contract
salary: $31.46 - 38.46 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Lead daily support team operations, managing expectations, delegation, and performance feedback.
- Identify operational inefficiencies and design enhanced support processes and workflows.
- Elicit, simplify, and document functional requirements and test scenarios for operational projects.
- Partner with internal stakeholders, vendors, and leadership to resolve support issues and drive team success.
qualifications:
REQUIRED QUALIFICATIONS
Bachelor's degree or equivalent professional work experience.
Demonstrated experience in team leadership, coaching, and support operations.
Strong background in business process modeling, workflow optimization, and change management.
Excellent written and verbal communication skills with advanced proficiency in MS Office (including diagramming tools).
PREFERRED QUALIFICATIONS
Master of Business Administration (MBA) or CBAP certification.
Background in academic institutions or complex organizational environments.
Strong foundation in systems engineering concepts and user-acceptance test design.
skills:
Proficiency in MS Office Suite,systems engineering,test case,leadership,empathetic,customer-focused,collaborative,strong business analysis,continuous process improvements,Process Improvement,business requirements,strategic business,change management,Cost-benefit analysis,prototypes,Customer Success,diagramming,process flow,Mentor,Coaching,mockups,Modeling,Foundry,Clear Communication,project scope,service delivery,Stakeholder Management,delegation,Team Leadership,technical writing,test plans,workflows
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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