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Notes
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The Customer Operations Manager acts as an agent for our outsourcing customers inside the OneNeck organization. The position is responsible for managing the integrity of customers' environments during day to day operations based on Service Levels in addition to leading IT projects and advising customers on IT direction. Experience with Oracle's Application Suite is a strong plus. Participates and contributes as an active member of the Customer Management Team in the definition, creation and execution of departmental programs and plans to meet the short, medium and long-term objectives of the business. Manages all aspects of customer interaction to maximize the profitability and revenue growth of the existing customer base. Facilitates workforce planning to ensure quality of services delivery and effective support of operational policies and procedures. Must apply strong project management skills to define the strategies, scope, plans, schedules, and documentation of solutions. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results. Supports and/or leads any number of programs. Will typically facilitate meetings and programs that span across multiple departments or accounts simultaneously. Responsibilities will likely span across multiple geographies. Responsible for ensuring that Customer Management fosters a customer intimate model without compromising operational excellence. Works with and may direct multiple roles within OneNeck, customer, and/or subcontractor/partner team organizations.
SKILLS NECESSARY
Responsibilities include but are not limited to:
The Customer Operations Manager is responsible for ensuring that all the daily, weekly and monthly support activities required to meet customer SLA’s are being completed in a timely manner and escalates any deficiencies identified to the Service Delivery Managers.
The Customer Operations Manager is responsible for ensuring that all tickets are being worked in a manner appropriate for their urgency and impact.
The Customer Operations Manager role is responsible for the on-time and on-budget delivery of OneNeck services to a customer, and for customer satisfaction.
The employee acting in this role brings project leadership experience and a familiarity with OneNeck service offerings, methodologies and associated technologies as pertains to the customer technical environment and associated software and hardware configurations.
Planning and tracking multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on team member performance.
The Customer Operations Manager is the primary point of contact for all communications that utilizes Operations Team resources.
Works with OneNeck customer teams and OneNeck Customer Management and interacts with customer staff and management.
Oversee and participate in Change Control – obtaining customer approvals for service and system changes as well as approvals for any new work or projects
Participates in recruiting activities as needed
TECHNICAL SKILLS
Ability to effectively use project management tools to plan and organize work assignment activities.
Experienced in ERP applications; (ex., functional analyst, programmer)
Experienced in Networks, Opens Systems; overall infrastructure components
Ability to effectively apply conflict and risk management techniques.
Ability to apply change management policies
Ability to effectively use and operate a PC and standard business applications such as Microsoft Outlook, Word and Excel.
EDUCATION
Four year degree or equivalent in a related discipline (e.g., information technology, computer science, business, engineering).
Over four years customer / account / project management experience in consulting or outsourced services environment. (PMP Certified preferred).
Technically proficient in ERP Systems, Networks, Open Systems
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