Manager, Operations Support

4 weeks ago

Hackensack, United States LiveU Full time

Description

About LiveU

Come and join the world's leading provider of live IP video solutions. LiveU's patented cellular bonding technology is used by the world's top broadcasters (e.g. AP, BBC, CBS, CNN & Sky News) and leading sports organizations (e.g. FIA World Rally Championship, NBA, LaLiga 2|3). LiveU offers a complete range of portable devices for live video coverage together with cloud-based management and video distribution solutions.

LiveU is the pioneer of bonded cellular technology that allows storytellers to share their content with their audiences from wherever and whenever the story is. As the market leader, our customers include nearly all of the biggest and best storytellers across news, sports, entertainment and digital, as well as communicators in fields as diverse as Pro-AV markets like Houses of Worship, Public Safety, Education, Non-Profit and Corporate

Position Summary:

LiveU is looking for a dynamic and energetic individual to manage our Operations Support team. The Operations support team is a shared services team supporting LiveU's global operations. The team supports various ERP transactions as well as day to day management of product delivery, returns, and administration of SIMs. This exciting position will liaise with internal functions including sales, customer support, order management and operations.

Responsibilities:

* Manage internal and contract resources to deliver 24/7/365 support of operations functions
* Primary owner of relationship with offshore agencies used to provide contract resources
* Continuously improve the process and rigor for customer service, set KPIs and measure performance
* Responsible for hiring, training, and managing relevant departmental personnel that perform the following departmental functions
* Partnering with the supply chain logistics team to complete ERP system transactions
* Partnering with our customer support team to issue RMA's (Return Material Authorizations) to customers and coordinate shipment of replacement material
* Coordinating customer returns from product rental, RMA and Demo
* Supporting the provisioning of LiveU's mobile lines, including activation of new lines and making changes to line features based on customer orders.
* Provide support to customers, distributors, and internal sales employees regarding inquiries of product availability and order statuses
* Develop and implement training programs and new processes to ensure an ever-improving customer experience
* Handling escalations and working with operations, order management and sales teams to prioritize orders including review reschedule and acknowledgment data and work with operations to review root cause and corrective actions

Requirements

* A Bachelor's degree or equivalent education and experience with a minimum of 5 years experience in customer service, order management or other customer facing operations roles.
* Excellent written and oral communications skills
* Experience managing a team
* Proficiency with Microsoft Office
* Previous ERP and CRM experience required
* Availability for a fast-paced global role working with multiple time zones

Why you should join us

The mission - LiveU democratizes storytelling - we reduce the complexity, the constraints and the cost of remote, video transmission, meaning more people can share their story from more places, more of the time.

The technology - LiveU invented the core technology, acting as a true disruptor. Now as the established market leader, LiveU continues to invest in peerless products and innovations that our customers really love.

The people - our family are pioneers - they take personal risks, they dare to be different and they are passionate about what they do. Our people, like our products, are reliable - they pride themselves on meeting expectations, pragmatically pushing forward and collaborating together to get good work done. And our people are open - curious about new ways of working, developing, learning and transforming. We are diverse, inclusive and welcoming - honesty and integrity are table stakes.

Our people are PROs, fun loving, but professional. If you are a demand generation specialist looking to make a real impact we've saved you a spot , come and join us.

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