Support Operations Manager

Zoom
Full time Full day
Overland Park, KS

Zoom is an award-winning workplace. We have been recognized by Comparably as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Not to mention we've been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in 2018, Wealthfront, and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.


Zoom is searching for an Operations Manager to drive Technical Support Operations across multiple support centers and global staffs to deliver happiness and create a best-in-class support experience.


You are a demonstrated expert in Technical Support Operations with deep experience running support at scale, solving hard problems and operationalizing complex work streams. You are customer obsessed, have high technical and business acumen and a product mindset. You have experience leading cross-functional projects, balancing day-to-day operations, while also identifying innovative ways to drive change. This is a full-time position based in San Jose, CA, reporting to Global Support & Services organization.


Responsibilities:




  • Delivering happiness to our customers and seeing them gain value from every interaction with Support




  • Oversee day-to-day service delivery of Support Operations in a highly dynamic and fast paced environment across different staff groups and global sites




  • Possess a strong understanding of operational metrics and processes, centered around customer experience




  • Building systems and processes to support Zoom's growth and enable our employees




  • Building and maintaining team-level performance metrics and dashboards




  • Owning global support headcount and ticket forecasting models to help us meet our SLAs




  • Work with supporting a wide range of customers and partners, ranging from SMB to the largest enterprises in the world




  • Partnering with support leadership on strategic planning, quarterly initiatives and program management



  • Collaborating with partners across the company —such as Finance, Product, Engineering, Sales, Marketing, Recruiting and Business Operations—to drive team performance, cohesion and efficiency


Requirements:




  • Bachelor's degree in Engineering, Computer Science, Business, Process Engineering, other STEM or equivalent practical experience




  • 7+ years of experience in customer-facing operations in an enterprise technology company performing technical/engineering support




  • Experience with technical/engineering support of an enterprise product with customers and partners from SMB to the largest enterprises in the world




  • Experience with developing and executing on long/short term strategies




  • Experience with transforming operations to provide customer experience through innovation, continuous improvement, and a customer focus




  • Experience with driving programs, transformative change, and a customer-first culture throughout a large organization




  • Knowledge of data analytics and reporting tools




  • A thoughtful and friendly communication style



  • The ability to work with a high degree of autonomy

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