Onsite Support Manager/ SSD (Stability Support Desk) Manager

Full Time

Austin, TX (Onsite)

Salary: $120k (Including Cola) Benefits

The Operations Manager will be required to support the dedicated line of business on a day-to-day basis. Recommended requirements:

Role description:

• Serve as site lead ensuring continuity of delivery to meet and exceed customer expectations.
• Manage and lead diverse team(s) as a Subject Matter Expert in all processes within the scope of the program.
• Accountable for team(s) success and compliance with customer policies.
• Anticipate risks and issues and take appropriate action/ mitigate them
• Coach and enable performance goals and plans that align with customer priorities to grow skill/capability within respective teams.
• Proactively promote best practices and emerging issues to global leadership and customers.
• Contribute, participate, and/or lead account review meetings and liaison with leadership within a mutually agreed upon cadence
• Collaborate with to align with processes and ensure SLA adherence
• Conduct service-failure review meetings with service owners and provide/identify root cause analysis and develop future plan of actions/work arounds
• Ensure knowledge articles and SoPs are updated
• Proactively seek opportunities for enhance reporting to reduce incident/improve resolutions

Qualifications and Skills:

• Strategic thinker with strong analytical and problem-solving skills.
• Minimum of 5 years of experience managing/developing teams of professionals and projects in an operational environment.
• Minimum of BA/BS and/or equivalent years of experience in a customer-facing operations environment.
• Familiar with financial management, Lean Six Sigma and/or Business Excellence.
• Ability to work in high capacity, mission critical environment with a passion for repeatable yet flexible processes