基本信息

国家
Spojené státy americké
城市
远程地点
职位编号
44131
部门
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Remote

描述和要求

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



关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件，并有效地部署将用户体验放在首位的技术，利用数据科学，并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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