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16/12 Ankita Gupta
HR at I4 Consulting Services

Views:234 Applications:62 Rec. Actions:Recruiter Actions:10

Head - User Operations/Customer Success - IT (7-12 yrs)

Bangalore Job Code: 1194663

What you'll do :

- Recruit, manage, coach, and develop a team of Onboarding Managers & Technical Account Managers

- Be a subject matter expert on the product suite in the markets you manage user operations for

- Guide your team to design and deliver incredible user experiences while creating processes that scale

- Exemplify a user's first mindset and build a culture of customer obsession

- Drive strong operational delivery and continuous process improvement

- Set clear goals and direction, and provide regular feedback on team members' performance

- Be data-driven in your analysis of performance, and in your decision making

- Work cross functionally with Sales teams to ensure effective handovers and continuous improvement in our user go live times across products

- Collaborate closely with our Scaled Support team and provide constant guidance and knowledge transfer of best practices and evolving SOPs

- Work seamlessly with Integration Engineering & Growth Partnerships teams to improve work-flows, conduct root cause analysis and build processes that scale

- Coordinate and engage with multiple stakeholders within the customer's organization (IT, Marketing, Operations, etc.) as well as client partners (POS systems, Food Delivery Aggregators) to address operational and business requirements

- Facilitate discussions and work cross functionally to deliver on the product needs of our largest, most complex users

Job requirements

- 7+ years of experience and 2+ years of experience managing operations teams with a strong preference for having managed either Customer Success/ Support teams

- A track record of building best in class processes and over achieving operational metric targets / KPIs

- Experience of working with a high growth or fast scaling business

- Very strong analytical skills with the ability to build / oversee the build-out of reporting & dashboards

- Ability to understand and articulate technical concepts, and translate them into industry- or business-relevant terms

- Ability to hire, train and coach a high-performance team

- Love for the details. To build a great localized product means you care about every nuance of the experience.

- You are naturally curious. If something seems off, you want to figure out what is going on and fix it.

- You can think globally, act locally, and thrive in a multicultural, startup environment.

- Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes

- Practiced in small to medium scale project management

- Strong organizational skills and is self-starting

- Fluent in English

- University degree in Business / Marketing / Engineering / Mathematics or other relevant studies

Preferred qualifications :

- Experience using SQL and comfortable building basic queries and modifying more complex ones

- Experience with Freshdesk, Github, Postman and/or Kibana

Women-friendly workplace:

Maternity and Paternity Benefits

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