Customer Support Operations Manager

2 weeks ago

Little Ferry, New Jersey, United States Vertex Limited Full time

Position Overview:

This role is pivotal in guaranteeing the effective and efficient delivery of customer service, as measured by achieving established customer satisfaction benchmarks. The individual will oversee all resources, activities, programs, processes, and systems pertinent to the operational management of one or more Customer Support teams. The aim is to provide prompt, professional, and courteous assistance to customers, addressing their concerns with Vertex products and fostering long-term loyalty.

Key Responsibilities:

  1. Lead and manage Customer Support teams, including Supervisors and Analysts, to deliver both technical and non-technical product support, ensuring a balance between urgency and high performance within a collaborative team culture.
  2. Coordinate initiatives to enhance operational effectiveness and efficiency within Customer Support, focusing on maximizing customer satisfaction.
  3. Analyze customer needs and integrate feedback into departmental procedures and strategic planning.
  4. Communicate customer requirements to Vertex management and relevant teams, ensuring alignment and responsiveness.
  5. Optimize resource utilization while focusing on cost containment for established market products managed by the teams.
  6. Provide comprehensive analysis of operational outcomes through detailed reporting, setting business unit goals, and being accountable for meeting performance targets.
  7. Facilitate the resolution of escalated customer issues, ensuring a high standard of service.
  8. Engage in benchmarking activities to compare and enhance systems, processes, and performance.
  9. Develop and direct the creation of policies and procedures aimed at improving service quality, productivity, and teamwork.
  10. Drive continuous improvement by evaluating performance metrics and industry best practices, ensuring alignment with key performance indicators such as staffing levels and customer satisfaction.
  11. Enhance professional knowledge through participation in industry conferences, workshops, and networking opportunities.
  12. Establish effective knowledge-sharing processes and communication practices within the team.
  13. Participate in additional projects or responsibilities as assigned.

Supervisory Responsibilities:

  1. Determine appropriate staffing levels to achieve departmental goals.
  2. Define annual Key Performance Indicators that align with corporate objectives.
  3. Mentor employees on performance improvement, career development, and human resource processes.
  4. Recognize and celebrate team contributions to foster a positive work environment.
  5. Manage budgetary responsibilities, analyzing variances, and implementing corrective actions to enhance operational performance.

Qualifications:

  1. Bachelor's Degree in Business, Information Systems, or equivalent experience; advanced degree preferred.
  2. Seven or more years of relevant experience in the support industry, with at least three years in a managerial role overseeing support leaders or teams.
  3. Strong leadership skills with a commitment to customer satisfaction and team development.
  4. Proficiency in customer support best practices and experience in implementing performance enhancements.
  5. Excellent communication and interpersonal skills, particularly in conflict resolution.
  6. Ability to analyze complex situations and make informed decisions.

This position requires a commitment to fostering a customer-centric environment while driving operational excellence within the Customer Support function.

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