Role Overview:
As a pivotal member of the Technical Operations Management Team, this role is vital for ensuring seamless implementation and support processes for our clients. Responsibilities include providing top-notch coaching and guidance to clients during the implementation phase while embodying our core values. Directly collaborate with the VP of Technical Operations to strategize the team's direction based on long-term corporate objectives. Develop and refine team goals, KPIs, and process enhancements to align with organizational targets. Foster a culture of continuous improvement to enhance operational efficiency and client satisfaction.Responsibilities:
- Oversee the Technical Engineering team and Supervisors to maintain operational efficiency and ensure consistently high client satisfaction.
- Understand the technical details of an implementation ( AWS S3, Athena, PIG, JSON, XML, etc...)
- Drive ongoing enhancements and efficiencies within the team to optimize performance.
- Employ innovative problem-solving techniques to mitigate risks and prevent project derailments.
- Advocate for technical improvements and innovations across departments.
- Translate multi-year corporate objectives into actionable yearly and quarterly milestones.
- Plan, execute, and monitor implementation-related metrics to gauge performance against predefined KPIs.
- Manage workflow and ticket volumes, ensuring timely response to technical issues.
- Assume responsibility for the tactical execution of the team's initiatives.
- Provide leadership and support for onboarding new team members to expedite their value delivery.
- Collaborate with other managers to maintain operational consistency and efficiency.
Qualifications:
- Bachelor of Science degree OR equivalent professional experience (minimum 5 years) in a software implementation environment.
- Proficiency in Lean, ITIL, and Agile methodologies.
- Demonstrated experience in leading and coaching staff of 5 or more (minimum 2 years).
- Strong problem-solving abilities with keen attention to detail.
- Exceptional verbal and written communication skills.
- A self-motivated individual capable of collaborating effectively across different levels of the organization and with clients.
- Tech-savvy with a strong sense of empathy, articulateness, organization, and efficiency.
- Excellent time management skills.
- Ability to inspire and motivate team members to achieve their maximum potential.
Nesco Resource is an equal employment opportunity employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other legally protected characteristics concerning employment opportunities.