استخدام operations director

توضیحات آگهی

Job Description
We are looking for an Operations Director to lead operational delivery across multiple business lines and manage the Customer Technical Support team This role translates business plans into reliable scalable operations from customer and partner onboarding through service delivery and ongoing support Working closely with business leaders the Operations Director will establish clear ownership improve processes and ensure operational performance supports business growth and customer satisfaction
Duties
Operations Across Business Lines
Own end to end operational delivery across multiple business lines
Translate business objectives into operational plans workflows resource requirements and measurable targets
Ensure effective handovers between commercial operational financial and technical teams with clear accountability and follow through
Oversee customer and partner onboarding service activation fulfillment and ongoing operational support Identify operational bottlenecks and resolve issues affecting service quality delivery timelines or business performance
Define operational requirements for new products partnerships and business launches ensuring readiness before rollout
Customer Technical Support
Lead the Customer Technical Support team ensuring timely and effective resolution of customer issues
Establish service standards response and resolution targets escalation procedures and quality controls
Coordinate with Product and Technology teams to resolve complex issues and recurring incidents
Turn support insights into improvements in products processes and the customer experience
Develop support documentation knowledge resources and team training
Performance and Process Improvement
Define and monitor operational KPIs including turnaround time service quality productivity cost efficiency and customer satisfaction
Build reporting routines that give leadership clear visibility into performance risks and improvement priorities
Standardize and document processes while accommodating the requirements of each business line
Drive automation and continuous improvement to reduce manual work errors and operating costs
Anticipate operational risks and establish contingency plans for service disruptions
Team Leadership
Structure and develop the Operations and Customer Technical Support teams in line with business priorities
Set clear responsibilities performance expectations and development plans
Plan team capacity and allocate resources across competing priorities
Build a culture of accountability collaboration customer focus and practical problem solving
Requirements
Proven experience leading operations in a technology enabled business preferably across multiple products or business lines
Experience managing customer support or technical support teams
Strong ability to design processes establish performance metrics and improve operational efficiency
Demonstrated success managing complex projects and coordinating delivery across multiple teams
Strong analytical skills with the ability to turn data into clear decisions and actions
Commercial awareness and an understanding of how operational decisions affect revenue costs and customer retention
Strong people management stakeholder management and communication skills
A hands on approach sound judgment and the ability to prioritize in a fast paced environment
Preferred Competencies
Experience in a fast growing technology driven organization
Experience supporting new business launches and scaling operations with limited resources
Familiarity with CRM platforms ticketing systems operational dashboards and workflow automation tools
شرکت گروه اسنپ Snapp Group
دسته بندی پشتیبانی و امور مشتریان
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار بیش از شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها پشتیبانی مدیریت ارتباط با مشتریان و پشتیبانی
شهر تهران تهران