Operations Manager – Customer Relations

Job Summary:

We are looking for an experienced Operations Manager to ensure that our business is well-coordinated and productive by managing its procedures and coaching its people. The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success. The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. This position will oversee the activities of the Customer Relations Department/Call Center and will interface with our customer base, distributor network and collaborate on functions within the Organization including Sales, Production, IT and Administration. The Operations Manager will also proactively seek ways to improve current business/system policies and processes to ensure the efforts to maintain accurate communication of information, customer satisfaction and optimal work productivity across all teams.

Candidate Profile:

The ideal candidate must be a self-driven and competent individual, able to plan many kinds of operational activities. You should be ready to coach our team members, find ways to increase quality of customer service and implement best practices across all levels.

Essential functions:

• Oversee and manage the activities of the Customer Relations Department including processes/workflows, such as scheduling and customer communication to ensure smooth operations and optimal outcomes
• Develop customer experience strategy and translate it into operative plans and KPIs for each operator to enhance customer satisfaction and ensure continuous improvement and maximum efficiency in labor productivity
• Monitor day-to-day operations, by conducting regular tests and analysis to track and report on company performance, system statuses, information, and SOPs
• Recommend actionable strategies for improving or restructuring any aspects relating to increased performance while maintaining quality standards.
• Work collaboratively and partner with different departments and management regarding all facets of policy and procedures and operational administrative duties to ensure customer satisfaction and operational efficiency/accuracy.
• Acquire knowledge of multiple systems and processes in order to troubleshoot problems and provide ongoing support to new and current team members to ensure adherence to standard operating procedures (SOP’s)
• Overseeing staff training for all new and existing team members to ensure that they are well conversant on existing and new technology/equipment being implemented in an effort to improve operations and aide in development and growth of staff
• Provide leadership and mentoring to all direct reports and lead their team effectively and efficiently
• Generate and analyze key reports to provide regular updates for upper management to act for benchmarking performances and customer service functions against industry standards
• Provide analysis and adjust strategy and tactics to increase program effectiveness and ROI.
• Evaluating operational budgets and advising on financial planning to ensure that operational costs are covered by revenue generated by operations
• Work as intermediary with outside IT company and software developers
• Monitor and maintain current SaaS applications with daily tasks, such as company-wide VoIP system, SharePoint Sites, as well as other programs
• Commit to continuing education regarding company standards and industry trends/regulations adjust organization operations to reflect the same
• Help promote a company culture that encourages top performance and high morale

Skills & Aptitudes

• Proven experience managing Business Operations
• Proven experience in Customer Service/Relationship Management; call center is a plus
• Thorough understanding of practices, theories, and policies involved in business
• Strong problem-solving and analytical skills
• Excellent interpersonal skills and ability to work in a collaborative environment
• Excellent time management skills and ability to multi-task and prioritize work
• Exceptional organizational skills and attention and commitment to detail
• Excellent oral and written communication skills
• Strong ethical leadership abilities
• High self-initiative with the ability to work well under pressure and with minimal supervision
• Proficient in hardware and software installation and troubleshooting
• Proficient in technology especially Microsoft Office applications

Work environment

• Majority of work is completed indoors.
• May, on occasion, be exposed to the outdoors.

Physical demands

• Must be able to remain in a stationary position approximately 50% of the time.
• The person in this position needs to occasionally move about inside the office to access office technology, etc.
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• May need to position self to maintain computers under desks or in server closets.
• The person in this position will communicate frequently with other Team Members and outside organizations. Must be able to exchange accurate information in these situations.
• Must be able to identify information present on technology, including serial numbers and other identifying information.
• May need to move technology weighing up to 50 pounds

Travel required

• Travel will be required to other branches as needed.

Additional eligibility requirements

Microsoft Office certification preferred, required to obtain within 6 months of employment.

Work authorization

Must be authorized to work within the United States.

EEO statement

Go Glass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other duties

As assigned at the discretion of the manager. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.

FLSA Classification: Exempt

Job Type: Full-time

Reports to: President/CEO

GoGlass