Project Manager-Operations

Job description

PROJECT MANAGER OPERATIONS

Location: Mumbai India

Overview:

Looking for an experienced Manager Operations in the Solution Delivery team for a software product company with an international client base. Candidate should have a zeal to provide quality service and to ensure the satisfaction of the customers. Candidate should have a strong background in SAAS onboarding managing/developing support processes handling customer support and must be disciplined about execution and tracking success. The candidate should be able to demonstrate excellent verbal and written communication skills and should be good at building reference templates for the team to use. The Manager will be responsible for driving customer satisfaction and ensuring smooth ongoing support and operations.

Roles & Responsibilities:

• Manage SAAS customer onboarding and upgrades
  
• Engage with customers to enable adoption preempt risks
  
• Supervise the activities of a Customer Support team with responsibility for results in terms of customer service satisfaction
  
• Manage operations for support organization
  
• Manage support and associated processes along with underlying ticket/case management systems
  
• Monitor effectiveness and efficiency of team members on a consistent basis and produce necessary reports on a periodic basis
  
• Develop maintain and evolve knowledge repository for all
  
• Continuously improve customer onboarding ongoing support processes and systems for entire organization
  
• Assume leadership role in crossfunctional teams to drive service delivery and/or product improvements
  
• Provide feedback on improving product / processes
  
• Mentor and train team members for technical and interpersonnel skills on a periodic basis and track their progress
  
• Maintain excellent working relationships with customers IT as well as Business stakeholders.
  
• Leads directs & reviews the work of the team members.
  
• Establishes and maintains relationships with internal customers quality control solutions and template support teams.
  

Credentials and Experience

• One or more of the following from a reputed university:
  
• Engineering degree (preferably Computers or IT)
  
• MCA
  
• B.Sc. Tech. and / or PGDST/CDAC.
  
• B.Sc. graduates with PGDST/CDAC
  
• ITIL certifications
  
• MBA / PMP or any other certifications are a plus
  
• Minimum 8 years of experience in a reputed software organization of which at least 3 years should be as a Lead or 12 years as a Manager having managed operations teams SAAS product onboarding and support with good interaction with customer representatives.
  

Knowledge Skills and Abilities Required:

• Experience of working on enterprise applications preferably data warehousing or products.
  
• Excellent oral and written communication skills
  
• Ability to deliver engaging informative wellorganized presentations
  
• Strong leadership and interpersonal skills
  
• Understands data integrations with ERP e.g. SAP etc.
  
• Ability to engage with senior leadership internally and externally to drive value
  

Desirable:

• Experience in managing customer accounts
  
• Experience of delivering SAAS solutions
  
• Exposure to metrics driven customer engagement
  

Job Types: Fulltime Permanent

Job description PROJECT MANAGER, OPERATIONS Location: Mumbai, India Overview: Looking for an experienced Manager, Operations in the Solution Delivery team for a software product company with an international client base. Candidate should have a zeal to provide quality service and to ensure the satisfaction of the customers. Candidate should have a strong background in SAAS onboarding, managing/developing support processes, handling customer support, and must be disciplined about execution and tracking success. The candidate should be able to demonstrate excellent verbal and written communication skills and should be good at building reference templates for the team to use. The Manager will be responsible for driving customer satisfaction and ensuring smooth ongoing support, and operations. Roles & Responsibilities: Manage SAAS customer onboarding and upgrades Engage with customers to enable adoption, pre-empt risks Supervise the activities of a Customer Support team with responsibility for results in terms of customer service satisfaction Manage operations for support organization Manage support and associated processes along with underlying ticket/case management systems Monitor effectiveness and efficiency of team members on a consistent basis and produce necessary reports on a periodic basis Develop, maintain and evolve knowledge repository for all Continuously improve customer onboarding, ongoing support processes and systems for entire organization Assume leadership role in cross-functional teams to drive service delivery and/or product improvements Provide feedback on improving product / processes Mentor and train team members for technical and inter-personnel skills on a periodic basis and track their progress Maintain excellent working relationships with customers IT as well as Business stakeholders. Leads, directs & reviews the work of the team members. Establishes and maintains relationships with internal customers, quality control, solutions and template support teams. Credentials and Experience One or more of the following from a reputed university: Engineering degree (preferably Computers or IT) MCA B.Sc. Tech. and / or PGDST/C-DAC. B.Sc. graduates with PGDST/C-DAC ITIL certifications MBA / PMP or any other certifications are a plus Minimum 8 years of experience in a reputed software organization of which, at least 3 years should be as a Lead or 1-2 years as a Manager having managed operations teams, SAAS product onboarding and support with good interaction with customer representatives. Knowledge, Skills, and Abilities Required: Experience of working on enterprise applications, preferably data warehousing or products. Excellent oral and written communication skills Ability to deliver engaging, informative, well-organized presentations Strong leadership and interpersonal skills Understands data integrations with ERP e.g. SAP etc. Ability to engage with senior leadership internally and externally to drive value Desirable: Experience in managing customer accounts Experience of delivering SAAS solutions Exposure to metrics driven customer engagement Job Types: Full-time, Permanent