Operations Manager - Customer Support

Roles and Responsibilities

Vertical: Zeitview

Reports to: Director of Operations

Direct Reports: Yes

Department: Operations

Objective

Zeitview is the leading intelligent aerial imaging company for high-value infrastructure, providing businesses with actionable, real-time insights to recover revenue, reduce risk, and improve build quality. Headquartered in Santa Monica, CA, Zeitview serves customers in the solar, wind, insurance, construction, real estate, and critical infrastructure industries. Trusted by the largest enterprises in the world, Zeitview is active in over 70 countries.

This position is responsible for the management and execution of operational and customer support activities of this Zeitview industry vertical specifically related to operations and customer support. In doing so, you relentlessly take part in resolving any challenges on staffing, training, metrics, behavioral issues, and any items that will be crucial to the growth, balance, and success of our operation. You will be responsible for handling a number of teams but not limited to the assigned teams. You will be accountable for the management of our operations and customer support team in general; this requires leadership, people skills, and the ability to clearly communicate.

Responsibilities

• Lead day to day operations of the Customer Support team, which provides email, phone and chat support.
• Handling of the scheduling of employees accordingly. Make sure all shifts are covered as well as specific tasks.
• Monitor team attendance and performance. To identify trends in attendance to secure coverage within the assigned shifts.
• Utilize proper tools, channels, and workflows accordingly to follow standard procedures outlined in our Management System.
• Proactively communicate areas of opportunity to improve efficiency and effectiveness.
• Gather and report the numbers required by our KPIs when it comes to performance metrics, with accuracy and relevance.
• Submit reports in a timely and diligent manner.
• Communicate company OKRs, policies, safety practices and deadlines to the team.
• Create an inspiring team environment with an open communication culture.
• Responsible for keeping track of and structuring various tasks, employees, and documents.
• Identify challenges within individual teams and ensure the standard processes are being practiced.
• Coach Team Leads to promote growth and learning.
• Hold one-on-ones with Team Leads on a bi-weekly basis.
• Monitor and conduct coaching on the performance and behavior of team members.
• Train new employees on company standards and procedures regarding how to handle all pilot and customer experiences; and how to properly interact with pilots and customers.
• Monitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Actively seek to resolve any concerns while adhering to the company policy and standards of behavior.
• Communicate internal concerns to Reporting Managers and HR Department.
• Handle all escalations from Associates and Team Leads accordingly.

Knowledge, Skills, and Abilities

• Bachelor’s degree or higher with a minimum 7 years of professional work experience in relevant domains as mentioned below
• A minimum of 3 years experience in project managing a team working on operations and customer support.
• Past experience as a customer support associate, minimum 3 years.
• Operate with a high degree of creativity, foresight, and mature judgment in planning, organizing, and guiding extensive operational and customer support programs and activities.
• Experience managing programs of complex diversity and scope which are of critical importance to overall company objectives.
• Excellent planning, scheduling, and project management skills with the ability to work independently and in team settings.
• Solid computer skills (Gsuite, Office suite, Slack, Zoom, Zendesk).
• Excellent English written and verbal communication skills.
• Ability to work cross-functionally with multiple departments across the organization.
• Ability to work in an office environment.
• Able to travel for short-term company gatherings.
• Able to sit, and stand for long periods of time.