Service Operations Manager
Customer Service Associates
 Austin, TX

The Service Operations Manager is responsible for ensuring operational success for multiple assigned Clients, following the EMSAR developed Client “playbook“. This role will work closely with field operations management to establish complete understanding of all required documentation, training, Client SLA's, contract terms, etc. to deliver exceptional service in accordance with the business requirements and the scope of work/service agreement. Additionally, this role will act as the primary operational point of contact with all assigned Clients.

Specific Responsibilities Include:

  • Responsible for identifying and escalating trends that impact service delivery, contractual obligations and financial expectations.
  • Lead Client “playbook“ development for new Accounts and Service Offerings
  • Oversee the education of internal teams on Client requirements
  • Oversee successful implementation and ongoing execution of Client service agreement or project
  • Track and measure EMSAR performance in relation to agreement terms and internal expectations
  • Retain and grow assigned accounts through excellent contractual delivery as well as relationship building to become “deep and wide“ within an account
  • Assist with field resource planning as needed to support Client needs
  • Participate in regular Client business reviews
  • Assist in quoting new services or projects with existing assigned clients or potential new clients
  • Constantly evaluate our delivery and pricing models, making adjustments to both, to enable profitable growth

Managerial Responsibilities Include:

  • Oversees, trains and mentors Account Engagement Manager associates
  • Carries out managerial responsibilities in accordance with the organization's policies
  • Serves as escalation and resource management when the need arises
  • Manage or delegate team projects

Qualifications

Minimum Education and Experience:

  • Bachelor's Degree in business, management, or related technical field
  • 5-7 years of client facing support or management
  • Strong/Confident interpersonal, oral and written communication skills
  • Intermediate proficiency with Microsoft Office Suite and other and cloud-based software

Preferred Qualifications:

  • Master's degree in relevant field
  • Project Management or PMI Certification
  • Knowledge of SalesForce / ServiceMax platform
  • Understanding of Service Level Agreements (SLA) and Key Performance Indicators (KPI)

Work Environment and Physical Demands:

  • Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.
  • Ability to lift 40 pounds without assistance