Customer Operations Manager  

Lead a team of Project Managers/Technical Engineers/ Implementation Consultants, coaching them to provide exceptional implementation services to customers. Responsible for overseeing team’s projects and ensuring a high level of customer satisfaction and employee satisfaction.

DUTIES/RESPONSIBILITIES

• Oversees and supports the assigned team to ensure successful execution of multiple implementation projects.
• Provides guidance/coaching to team members
• Provides support to implementation staff both in house and on site. Screens, interviews and recommends potential candidates.
• Performance management and goals for staff. Develop and implement innovative plans for recognition, team building, growth and development of staff.
• Completes quarterly, mid-year, and year-end performance evaluations
• Completes all annual compensation and off-cycle adjustments
• Drive employee satisfaction and employee retention

Primary Duties/Responsibility 2: Operations Management

• Oversees team projects and provides backup (e.g. con-calls, issues, configuration, obstacles, scheduling, planning, organization and deliverables).
• Provides and reviews customer required documentation (i.e. project plans and site specification documents).
• If required, provides on-site escalation management for complex installations or high-profile customers (including site preparation, customer liaison, system implementation and network integration).
• Acts as first level contact for customer escalations.
• Liaises with Services Product Analyst for latest product information from R&D/Systems Engineering, Technical Marketing and Support Department.
• Creates training programs for team/department.
• Provide resolution to customer concerns in highly stressful situations.

ANALYSIS

• Conflict resolution between global and local (in-country) objectives
• Address escalated cases internally prior to endorsement to higher skill level teams
• Analyze recommendations/metrics that help improve quality of work and customer experience
• Identify and consolidate analysis on potential product issues and coordinate with other leaders in the department

• Excellent organizational skills, flexible and has an ability to handle and prioritize multiple tasks.
• Clear speaking voice and excellent telephone manner.
• Strong leadership capabilities and a result orientated approach
• Ability to work well within a fast-paced environment and under pressure.
• Proven experience and ability to plan, coordinate and motivate staff while monitoring the effective use of time and resources.
• Effectively communicates to customers in both written and verbal forms, including the ability to convey difficult/sensitive information tactfully.
• Strong decision-making skills
• Self-starter with exceptional commitment to providing superior proactive customer service
• Team player
• Ability to conduct training sessions, give oral presentations, and interface and communicate with customers and co-workers in a clear and professional manner

EDUCATIONAL REQUIREMENTS

• Bachelor’s degree in Management, Business, Computer Science or Clinical field, College/Computer Technical Specialist Certificate, or related experience
• Minimum of 5 years of solid management experience in leading a technical team
• ITIL and/or Six Sigma preferred
• Knowledge of PACS installations preferred
• Flexible working hours (Night shift predominantly) as well as possible on call situations Experience in growing a pioneering team
• Thorough understanding of a highly technical customer support environment