Support Operations Manager

Overview

Operations Manager to enable the Customer Experience (CX) and Insurance Administration teams by creating frictionless operations that improve the Ethos customer experience.

What you'll do

• Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows.
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve customer experience processes, fuel overall productivity, and improve customer satisfaction.
• Discover gaps and inefficiencies in existing tools and internal operational processes and project manage the implementation of improvements.
• Evaluate new enablement technologies and lead implementation and integration of new solutions.
• Work with engineering partners to scope, prioritize and implement automation and process improvements in Salesforce to improve productivity and customer satisfaction.
• Design internal processes and systems to drive productivity and automation at scale.
• Partner with leadership to gather required data inputs to track data and translate data into usable insights.
• Stay current on the latest industry trends, tools, and techniques to implement solutions and create processes that help provide the best customer experience possible.

What you'll need

• 5+ years of experience as an operations professional with ownership over analysis and data-driven insights leading to improved processes that resulted in efficiency gains.
• Background in process development for high-volume production environments.
• Strong project management experience with an ability to evaluate and re-prioritize and deliver results against team deadlines.
• Proven track record of building and implementing complex business requirements within Salesforce and third-party applications for high-velocity sales or support organizations.
• Experience managing a team of other operations team members.
• Strong communication skills with the ability to articulate messages to a variety of stakeholders and audiences.

Details

• Location: Bangalore, India.
• Work mode: On-site (#LI-Onsite).