Support Operations Manager

Who you are

• Minimum 5 years in an operational management role preferred
• Bachelor’s degree
• Experience developing, implementing and managing control/auditing processes is required
• Experience managing employees working on both task oriented and project driven tasks a strong plus
• Experience managing tasks in a matrix project management environment is a strong plus
• Experience developing and driving adoption of cross departmental processes preferred
• Experience working with payroll and/or HR data a huge plus!

What the job involves

• The Manager, Service Ops leads their team across various internal departments to ensure a successful ongoing client experience
• The manager is responsible for providing leadership and support to their employees through effective performance management and guidance
• In addition, the manager will ensure client needs are met on time with high quality
• This role is hands on requiring involvement in all stages of the client experience processes, including partnering with internal teams and external customers to understand the “voice of the customer” and “voice of the employee”; translating into the right process improvement efforts to resolve requests with high-quality that meet/exceed client and employee needs
• Support Benefits Services management in the development and rollout of change initiatives
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Benefits Services department as it relates to Customer Service and Implementation
• Develop and implement business process improvements
• Work with Management to streamline and create consistent processes across all Tech Services teams
• Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management and training, implementation, etc.)
• Manage the support queue effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs)
• Streamline processes and workflows to improve efficiency and effectiveness in handling support requests
• Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance
• May manage support for Large Client project management team
• May be asked to participate in or drive Lean Six Sigma continuous improvement efforts at least twice per year to improve the customer and/or employee experience
• Develop and motivate team members to reach departmental and company goals
• Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed
• Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing
• Hold regularly scheduled one-on ones with assigned team
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win-win” approach
• Maintain relationships and collaborate with key internal business partners to create the best customer experience

Benefits

• Paid Parental Leave
• Adoption Assistance
• Miltstork program for moms who travel on business to ship breastmilk and get fully reimbursed
• Health and wellness programs ranging from Lyra to Garner to Hinge Health
• Health insurance
• Discounted Employee Stock Purchasing program
• Tuition Reimbursement
• SoFi program to consolidate and refinance federal and private student loans
• Volunteer In Action program for paid time off to volunteer
• Onsite workout facilities
• Healthy snack options like fresh fruit, hummus, and trail mixes onsite only
• Sparkling and flat flavored water, gourmet coffee drinks, hot chocolate onsite only