Technical Ops Manager

Job Description: The Manager of Integrations & Solutions leads a team ensuring seamless client onboarding and the ongoing integrity of our key data systems. This role encompasses initial service activation and proactive data quality management, including monitoring, issue resolution, and continuous improvement to guarantee data reliability and usability. The ideal candidate is a customer-centric leader with strong organizational and leadership skills, committed to a positive client experience and possessing a strong understanding of data management principles and a passion for data quality.

What you'll do:

- Lead and manage a team of specialists responsible for both the activation and ongoing support of clients.

- Oversee the entire customer lifecycle from initial activation through ongoing support and issue resolution.

- Develop and implement efficient activation processes to ensure a smooth and positive onboarding experience.

- Provide guidance and support to the team in resolving complex technical or account-related issues.

- Establish and maintain service level agreements (SLAs) for both activation and support activities.

- Monitor key performance indicators (KPIs) related to activation speed, support response times, and customer satisfaction.

- Identify and implement strategies to improve both the activation process and ongoing support efficiency and effectiveness.

- Foster a customer-first culture within the team, emphasizing proactive support and relationship building.

- Analyze support trends and identify opportunities for preventative measures or product improvements.

What experience you need:

- Bachelor's degree in a relevant field.

- 3+ years of experience in customer onboarding, technical support, account management, or a related field.

- 1+ year of experience leading and managing a team of 5+ employees.

- Ability to address both technical and non-technical client needs.

- Soft skills: Strong problem-solving, analytical, communication, interpersonal, presentation, customer-focused, proactive, adaptable, and time-management skills.

What could set you apart:

- Experience working under tight production deadlines.

- Ability to work effectively in a matrixed organization across multiple time zones.

- Proven track record of collaborating with diverse business partners and program managers to drive project success.

- Soft skills: Strong written and oral communication, relationship-building, organizational, analytical, and executive presentation abilities.

Primary Location:
CRI-Sabana

Function:
Function - Fulfillment / Operations

Schedule:
Full time