Job Description
Area Operations Manager, Team Lead
The AOM Team Lead has similar responsibilities to the Global Operations Managers but also acts as an escalation point for the region i.e. APAC, EMEA, North America, LATAM. They also provide training and leadership to the rest of the region.
The Area Operations Manager (AOM) is responsible for the management of the Global Certified Partners and related activities. These responsibilities include actively managing coordination of CP FE’s, escalation management, open call management and other duties as directed. The AOM ensures the successful operation of service delivery across the assigned global area of responsibility.
What you’ll be doing:
- Drives CP service calls to solution, coordinates resources, creates material demands, reports and communicates to customers and upper management
- Participates and drives escalation management, drives and enforces the escalation process for all calls; communicates issues impacting customer satisfaction
- Participates in weekend rotations with other AOE and AOM’s as to provide global, follow-the-sun, AOM Support
- Provides feedback and follow-up on CP performance-related issues
- Assists T&M to quote for incidents and processes billing to ensure accuracy, working in conjunction with the T&M specialist
- Creates/Manages PO’s for the Certified Partner(s) to include reporting and weekly status updates as requested
- Creates and submits other daily, monthly, and quarterly reports wherever needed
- Utilizes reporting tools to measure the organizational effectiveness within Customer Services. Develops and coordinates corrective and preventive action plans for non-existing or non-conforming processes
- Travels within their assigned Area to meet with customers, prospects, and direct reports.
- Provides guidance and support to Area Operations Engineers & Managers
- Acts as an escalation point for the region i.e. APAC, EMEA, USA, LATAM
- Ensures the region they are responsible for provides a handover to the next region
- Ensures the group calendar is kept updated
What we are looking for:
- A minimum of 4+ years of experience working in customer service, computer or technical field as a resource to the field.
- Proven track record in solving technical problems across geographies and constituencies
- Strong verbal and written communication skills
- Must be able to work in fast paced environment
- Ability to work with minimal supervision
- Productive with excellent time management skill set
- Able and willing to learn independently
Education:
- Bachelor’s degree required.
Travel:
