Field Operations & Incentives Manager responsible for RevOps and compensation plan design at Baseten. Collaborating with Sales, Finance, and GTM Strategy to enable high - performing sales organization.
About the role
- Senior Manager Operations overseeing global 24/7 operations at LivePerson. Driving service excellence and continuous improvement for technical support teams.
Responsibilities
- You will provide pivotal leadership for our round-the-clock operations. Your core schedule will be during US business hours, serving as the key point of contact and strategic anchor for our global, shift-based team.
- Stay up-to-date on industry trends and best practices; you will help drive and define the technical support strategy.
- Manage resources effectively to ensure that 24/7 support operations are run in an efficient and cost-effective manner.
- Provide strong leadership and direction to a global team operating in a continuous, round-the-clock environment, serving as a mentor and coach to team members.
- Develop and maintain quality metrics and standards for the team, including identifying challenges and opportunities for improvement.
- Demonstrate a comprehensive understanding of company products and technologies, and proactively identify opportunities for continuous professional development to enhance team capabilities.
- Oversee incident management and manage the communication and escalation of strategic customer issues, ensuring a successful resolution path.
- Be a strong voice for our customers within LivePerson, representing their needs, feedback, and requests in various forums.
- Define and analyze operational data and metrics to identify trends and patterns, providing actionable feedback to the team and senior management.
- Drive continuous improvement by identifying opportunities to automate processes, enhance tools, and streamline workflows to increase operational efficiency.
- Collaborate cross-functionally with senior leaders from Engineering, Product, and other teams to implement operational improvements and ensure a world-class customer experience.
- Support onboarding and create a growth path for new team members.
- Conduct regular 1:1s with team members to provide constructive feedback and foster skills development.
- Maintain a high level of employee satisfaction and develop career opportunities for team members.
- Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.
Requirements
- B.A. or B.Sc. in a related field, preferably a Computer Science or Engineering major, or equivalent combination of education and experience.
- Minimum 10 years of customer-facing experience, with 7 years at a SaaS, CCaaS company, or a related industry/field.
- 5-8 years in a management role, managing teams of technical support or operations engineers.
Benefits
- Health: medical, dental, and vision
- Time away: 28 vacation days + 5 additional care days
- Development: Generous tuition reimbursement and access to internal professional development resources.
- Additional: Food Vouchers.
- Multisport card
- MacBook device
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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