IT Operations Manager | REMOTE

Responsibilities:

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts.
• Ensure your account(s) are meeting client KPIs and service level expectations that are in our control
• Ability to identify process gaps & streamline/optimize operations as part of continuous improvement
• Lead weekly status meeting with clients which should include: Account Performance,
• Compass Performance, Trends, Updates, Value Add, etc.
• Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
• Be the main point of contact for all client escalations
• Adhere to an internal reporting cadence to help oversee the performance of your team and client
• Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates
• Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
• Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
• Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.
• Manage P&L to maximize margin and grow the account
• When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
• When applicable, onboard new clients through coordination with sales, recruiting, and operations
• Other duties as assigned by the VP of Client Operations

Qualifications | Requirements | Characteristics

• Minimum Associates Degree in a business or related field. Bachelor's degree preferred.
• Minimum 5-10 years of experience managing or supervising IT/technical support representatives in a call center operations environment
• Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference
• Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews.
• Ability to be a balanced advocate for your team, the client, and Compass
• Excellent written and verbal communication skills and a professional demeanor Experience managing a remote workforce
• At least two (2) years of OM experience handling a technical or IT program
• Technical knowledge and experience is mandatory
• IT knowledge/experience i.e. hardware, network, and software is highly preferred
• Resource must have an experience in POS - either managing a program with the said product and/or has POS knowledge and experience troubleshooting
• Strong client and team management skills
• Excellent communication skills
• Experience with launches is highly preferred - note that the resource will manage a new LOB. We are currently in the launch phase.
• Must have experience in managing a program and a large team remotely.

Other Details:

• Role will report to the Sr. Operations Director
• Will manage 5 team leads and 100 IT Support Associates (IT Help Desk/Service Desk).
• Nature of the Business (Client): F&B / Restaurant
• Work Set Up: 100% WFH
• BYOD - resource must have his/her own deviceShift: Graveyard
• Employment Type: Full Time Contractor*