• Senior Support Operations Manager

    Location US-TX-Austin
    Job ID
    2018-11724
    # Positions
    1
    Category
    Support
    Position Type
    Regular
    Business Group
    SolarWinds
  • Overview

    We are seeking a Sr Support Operations Manager (individual contributor role) who will be responsible for planning and implementation of tasks throughout the complete project lifecycle for technical projects from idea through planning, implementing and measuring efficacy for multiple projects of various sizes.  Candidate must have strong analytic, systems and problem-solving skills and will be interacting regularly with other functions across SolarWinds.  As a member of our Support and Customer Success Operations team you will be responsible to provide proactive and efficient solutions for Customer Success and Support which will allow us to move at greater velocity as our business grows.

    Responsibilities

    • Identify opportunities to reduce effort for our Customers and Support teams. Recommend changes or system optimizations and then create plan and then lead project to implement changes and measure effectiveness of the project.
    • Utilize sound project management practices to identify, manage and mitigate risks across our Support Operations.
    • Conduct, document and recommend root cause analysis for service delivery issues.
    • Work with business leaders to present and review business solutions and get concurrence prior to implementation.
    • Review operational reports for system inefficiencies or process exceptions and then create an action plan to address the issues.
    • Using ideas and lessons learned from external sources (books/blogs/other systems/past experience etc.) suggest how those ideas can be integrated into our systems. Present recommendations to leaders and then work to get these changes implemented

     

    Qualifications

    Attributes needed for success:

    • Others focused
    • Curious in everything you do
    • Works well with others
    • Successfully leverages collaboration to solve problems
    • Very analytical and detail oriented

    Requirements:

    • Five to seven years of relevant Project Management experience of creating and managing technical projects through to completion
    • Support, customer experience or customer success domain knowledge
    • Demonstrated experience working independently on multiple concurrent projects
    • Experience with Salesforce or Service Cloud is strongly preferred
    • Advanced excel experience including work with pivot tables and charts
    • Advanced proficiency with Microsoft Project or equivalent project management application
    • Excellent written and verbal skills
    • Technical or analytic degree is preferred

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