We are seeking an experienced and motivated
Assistant Operations Manager to help lead an international high-performing Technical Support organization. In this role, you will work closely with Operations Managers to drive operational excellence, support frontline technical teams, improve customer experience, and ensure achievement of key business objectives.
The successful candidate will combine strong leadership skills, customer focus, analytical thinking, and operational discipline to support a fast-paced technical support environment serving customers across multiple products and technologies.
What Will You Do?- Support daily operations of multiple technical support teams to ensure service levels and business objectives are achieved.
- Coach, develop, and support technical support professionals in different locations.
- Monitor operational performance through key performance indicators (KPIs), service level targets, quality metrics, and customer satisfaction results.
- Identify operational challenges and implement corrective actions to improve efficiency and customer outcomes.
- Partner with Operations Managers on workforce planning, resource allocation, and organizational initiatives.
- Drive employee engagement, development planning, and talent growth activities.
- Support escalation management for complex customer situations and high-priority cases.
- Ensure compliance with operational processes, policies, and quality standards.
- Lead continuous improvement initiatives that enhance productivity, customer experience, and team effectiveness.
- Collaborate with cross-functional stakeholders including Field Services Organization, Quality, Training, HR, and Business Leadership.
QualificationsRequired- Bachelor's degree in Engineering, Business Administration, Information Technology, or a related field.
- 3+ years of people leadership experience in customer support, technical support, operations, or a related environment.
- Experience managing performance metrics and operational KPIs.
- Strong problem-solving and analytical skills.
- Excellent communication and stakeholder management abilities.
- Proven ability to coach, motivate, and develop employees.
- Advanced English communication skills (written and verbal).
Preferred- Experience in technical support, customer service operations, contact center management, or engineering support organizations.
- Experience leading continuous improvement initiatives.
- Experience leading a remote international team.
- Knowledge of workforce management, performance management, and operational excellence methodologies.
- Familiarity with CRM, case management, and reporting tools.
- Proficiency in Spanish and/or French.
Key Competencies- Leadership and coaching
- Customer focus
- Operational excellence
- Decision making
- Data-driven problem solving
- Conflict resolution
- Change management
- Collaboration and stakeholder management
- Continuous improvement mindset
Success MeasuresSuccess in this role will be measured through:
- Achievement of operational and customer satisfaction targets.
- Employee engagement and talent development outcomes.
- Service level and productivity performance.
- Quality and process compliance results.
- Successful execution of improvement initiatives and business priorities.
Bring your leadership and technical expertise to a team that's ready to welcome you!
