Global Support Operations Manager Jobs

Develop, manage, and expand our global 24x7 customer support and billing support team

Manage Payroll, Freelancer Bills, and EOR partners for the global team

Implement and manage a 24x7x365 Customer Support shift system

Recruit or Develop and Lead Support Managers in 4 x 9 hour x 7 days shifts

At least 3 years of experience in developing and managing a Customer Support or BPO shift system

At least 6 years of experience in working 24x7 shifts. We're looking for someone who's done the walk, not the talk

3+ years Technology Management Experience

Strong people development and management skills

Adds, updates, and closes records in the IT Problem Management and Change Management databases

Directs Infrastructure Support Engineers on daily tasks and provides updates to Manager

7+ years Infrastructure Engineering Experience

Strong written and verbal communication skills, including presentation skills

Management of third party suppliers and vendors, as required.

Accurate data entry and computer skills (Excel/Outlook a must)

Accountable for managing the delivery of Deployment Plan requirements for the Supply Chain Team.

Ensure training and knowledge within the Global Customer Operations Team is up to date and relevant.

Experience of fast paced customer services environment.

Excellent written and verbal communication skills.

Minimum of 1+ years track record of effective vendor and offshore management.

Extensive experience, understanding and knowledge of digital product and distribution systems, standards, and processes

Minimum of 3-4 years’ experience in Digital Operations; leading a support team to effective issue resolution

Minimum of 1+ years of experience working with Conviva.

Minimum of 2 years’ experience with QOE and QOS monitoring for OTT platforms.

Minimum of 1+ years’ experience leading a support team to effective issue resolution

Prepare and present high-level operations reporting of KPIs and metrics including quality and financial performance dashboards to executive management.

You will become part of our global finance team supporting across Singapore, Australia, Europe, and USA

Managing and overseeing maintenance managers, operations and equipment, to ensure continuous operations.

Establishing goals for operational efficiency and productivity in collaboration with other managers

10+ years of experience in global operations

Strong technical skills in chemical industry strongly preferred

Superior knowledge of multiple operational functions and principles, including warehousing and logistics, customer service, and employee management

Negotiate contracts with vendors, manage budget and cost management

Solid understanding of best practices in supply planning, inventory management, warehousing, distribution, logistics and E-Commerce  

Utilize comprehensive/in-depth understanding of customer requirements and focus on high leverage opportunities to ensure internal and external customer satisfaction

Develop strategic plans to improve the productivity, quality, and efficiency of shipping and warehouse operations while maintaining excellent customer experience

Develop and improve the E-Commerce Supply Chain/Warehouse capabilities to support our Amazon strategy  

10+ years of progressive experience in business, operations, or manufacturing is a requirement

Must have demonstrated experience in developing and implementing manufacturing operations strategy

Strong analytical skills and the ability to create short, mid, and long term strategies.

Substantial experience in managing international inter-company relationships and an inter-company value chain.

Bachelor’s degree in business or engineering, Master’s degree, a plus

Substantial P&L responsibility over the last ten years, with ability to effectively read and understand detailed financial statements

Minimum of 1+ years track record of effective vendor and offshore management.

Extensive experience, understanding and knowledge of digital product and distribution systems, standards, and processes

Minimum of 3-4 years’ experience in Digital Operations; leading a support team to effective issue resolution

Minimum of 2 years’ experience with QOE and QOS monitoring for OTT platforms.

Minimum of 1+ years’ experience leading a support team to effective issue resolution

Technical experience with digital video and audio, troubleshooting and test techniques

Additional responsibilities as assigned, including project management of GCC team special projects and initiatives.

Document existing business processes, identify relevant best practices, and support training, change management, and communications to rollout enhanced business processes.

Excellent organizational skills and the ability to manage multiple projects simultaneously;

Excellent written and oral communication skills and the ability to work with colleagues and partners of varied backgrounds and experience;

Manage agenda development, capture notes, and follow-up on action items for GCC team meetings and retreats.

Experience building and executing end-to-end project plans to implement a new business process, tool, or system;

Create operational plans and translate them into reality through logistics, reservations, and project management.

Organize, manage, and share student data for online and offline programs so that it is precise, up-to-date, and highly usable.

Create a positive user experience through designing, setting up and managing registration and admissions systems and processes.

Managed the delivery of international program details such as flights, accommodations, insurance, and participant agreements.

Used elite spreadsheet skills to create or maintain data systems and dashboards, tracking changes and communicating updates with relevant stakeholders.

Thrived in a start-up environment, learning new skills as needed and proactively identifying opportunities.

Recommend, develop, implement, and improve department-wide processes and procedures, including coordination and management of cross-functional processes. Make recommendations to implement improvements.

Manage department documents and tracking for operations statistics.

Experience and progressive movement into a supervisory/lead customer support role with a focus on planning and execution, managing processes and/or functions.

Excellent communication, interpersonal, persuasion, and teamwork skills.

Must have intermediate working knowledge of MS Office Suite (such as, PowerPoint, Excel, and Word)

Excellent organization and planning skills.

Minimum Skills, Knowledge, and Abilities:

Preferred Skills, Knowledge and Abilities:

• Expected to play a role within the project management landscape, at times leading initiatives independently.

• CCNA, Linux and Windows Server knowledge and/or certifications a plus

• Bachelor's degree in computer science or related experience.

• Experience managing technical staff and support desk operation

Must have 5+ years of EDI knowledge & experience (raw data analysis and ASN requirements)

Time management skills to prioritize workload and multiple deadlines

Performs other related duties as assigned by management

Must have 5+ years of Order & Credit Management Process

Manage the complete sales order lifecycle

Manage EDI process from initial transmission through to shipping activity, input manual orders, availability check, credit check, and coordinating until invoicing

Strong project management and organizational skills: high attention to detail with excellent work product, time management, and execution

Measure and analyze operational performance to drive improved service and customer experience

Internal tooling requirements are properly prioritized and delivered

Strong analytical skills, as evidenced by your ability to make data-driven decisions to improve operational efficiency

Strong communication skills; ability to interface with our partners and government agencies

Experience leading an overseas technical and/or operations team are a plus

10+ years of progressive experience in business, operations, or manufacturing is a requirement

Must have demonstrated experience in developing and implementing manufacturing operations strategy

Strong analytical skills and the ability to create short, mid, and long term strategies.

Substantial experience in managing international inter-company relationships and an inter-company value chain.

Bachelor’s degree in business or engineering, Master’s degree, a plus

Substantial P&L responsibility over the last ten years, with ability to effectively read and understand detailed financial statements

Develop infrastructure to ensure the team’s scale cost-effectively and efficiently, including workforce management, process improvements, tools, automation, and systems integrations

Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes

Manage, motivate, and develop a global team of 10-15 Customer Support Engineers.

Experience managing support services or a call center in a complex SaaS environment

Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences

Lifesize is a cloud communications company offering contact center and video meeting solutions for today’s businesses.

2+ years of direct people management experience (6+ direct reports, hiring, coaching and managing performance)

Strong customer relationship management skills and a track record of driving successful programs, service operations and IT projects

Responsible for the successful execution of all in-scope user-facing IT support activities in an on-site and remote managed services context

Understanding of basic P&L and financial management around profitability.

Ability to communicate with all levels of management and end users with varying levels of technical expertise

Dedicated management to provide you with on point leadership and care