The Manager - Customer Technology Operations drives operational excellence within our Customer Technology team. This role will be responsible for managing vendor relationships, maintaining operational documentation, supporting product management initiatives including leading communication efforts for Customer Technology.
Location: United States - You must have the legal right to live and work within the United States.
Work set up: Remote in United States
Duties and Responsibilities:
- Identify and implement process improvements across Customer Technology.
- Maintain organized documentation systems for all operational processes.
- Monitor and report on operational metrics and KPIs.
- Develop and implement best practices for operational efficiency.
- Create and distribute detailed release notes for technology updates and implementations.
- Manage Jira operations, including tool enhancements and process improvements.
- Oversee Zendesk administration and maintenance for customer technology tools.
- Develop and maintain training materials for customer technology solutions.
- Support voice of customer activities across Customer Technology.
- Oversee vendor relationships, including contract management, invoicing, and PO processes.
- Execute and track vendor contract signatures and manage vendor sunset processes.
- Maintain regular communication with technology vendors to build and nurture strategic relationships.
- Create and maintain comprehensive vendor documentation and tracking systems for renewals.
- Lead communication efforts for all Customer Technology operations.
- Manage and coordinate technology outage communications.
- Organize and facilitate governance meetings, including agenda setting, documentation, and follow-up.
- Ensure effective change management processes are followed and documented.
- Other duties as assigned.
Position Requirements
Education:
- Bachelor's degree in business, Technology, or related field or 5+ years of experience in technology operations or similar role
Experience:
- Strong project management and organizational skills, required.
- Excellent verbal and written communication abilities, required.
- Proven experience with vendor management and contract administration, required.
- Proficiency in ZIP, Jira, Zendesk, and other relevant technology platforms, required.
- Experience in Technology operations within a Talent Acquisition organization, required.
- Strong attention to detail and process orientation, preferred.
- Excellent problem-solving and analytical skills, preferred.
- Ability to understand and improve complex processes, preferred.
- Experience with change management methodologies, preferred.
- Strong interpersonal skills and ability to build relationships, preferred.
- Self-motivated with the ability to work independently, preferred.
- Adaptable and flexible in a fast-paced environment, preferred.
- Experience with documentation and training material creation, preferred.
- Proficient in Microsoft Office Suite.
- Experience with project tracking tools (JIRA, & Smartsheet).
- Understanding of technology operations and support processes.
- Familiarity with contract management systems.
- Strong leadership and team collaboration abilities.
- Excellent time management and prioritization skills.
- Proactive approach to problem-solving.
- Customer-focused mindset.
- Professional demeaner and strong work ethic.