Infor

We are seeking an experienced Sr Customer Support Operations Manager to lead their assigned team of support analysts and optimize our support operations. The role is responsible for effectively guiding team members and ensuring they have the required technical and product knowledge to address customer issues. The role will contribute to shaping the organizational culture, fostering collaboration within the team and cross-functionally with key stakeholders, while proactively identifying and addressing obstacles to enhance both team performance and customer experience. The Customer Support Manager drives team development, performance management and mentoring, fostering engagement and motivation, promoting collaboration and addressing conflicts constructively to help team members grow and achieve their career goals.

 A Day in The Life Typically Includes:

• Collaborate across the Support function and with product development, Cloud Operations and other key counterparts to proactively identify problems, assess systemic issues and clear obstacles, ensuring that the support team is equipped to address customer issues effectively. 
• Monitor customer feedback and drive areas for improvement in the customer experience. 
• Implement strategies to enhance support team effectiveness and improve customer satisfaction and retention. 
• Maintain and evolve a solid understanding of the technical and product contexts to effectively guide and support the team.
• Identify, analyze, and implement support process improvements to enhance efficiency and effectiveness.
• Develop and manage the support operations plan for assigned team
• Analyze data to identify trends and opportunities for improvement, taking a proactive approach to identifying issues.

 Basic Qualifications:

• Experience in customer support or operations management.
• Experience resolving customer issues, setting expectations and working on critical business situations.
• Experience providing leadership to a global team.
• Experience with software, technology or design and implementation of business applications.
• US resident or green card holder for support of US Gov Cloud customers.  

Preferred Qualifications:

• Experience with ERP, Cloud technology, technical expertise not limited to technology platform and domain expertise in the fields of HR Talent and/or US HR Payroll.
• Experience with project management methodologies.
• Experience with data analysis and reporting tools.

 US Remote: Dallas, TX or Alpharetta, GA