Manager of Optimization Support

Summary

Join Gurobi Optimization as the Manager of Optimization Support, leading a team of experts to provide exceptional support to customers worldwide. You will be responsible for managing, coaching, and inspiring your team, ensuring their growth and retention. Your strong communication and conflict resolution skills will be crucial in maintaining team cohesion and resolving technical issues effectively. You will also be involved in hiring new team members, responding to technical support inquiries, and collaborating with other departments to support company initiatives. This role requires a passion for optimization, strong people management skills, and experience in technical support and linear programming.

Requirements

• 5 years of experience in People Management
• Education in Operations Research, Computer Science, Mathematics, Engineering, or a related discipline with similar expertise and background
• Strong people management skills focused on team growth and retention
• Excellent Communication skills
• Ability to work independently and manage projects without supervisory oversight
• Proficient conflict resolution abilities, prioritizing customer experience and company reputation
• Collaborative across international teams
• Effective in remote work environments
• Willingness to travel as needed
• Passion for optimization and a strong desire to help others
• Availability for meetings in global time zones
• Goal-oriented with a focus on achieving OKRs
• Commitment to upholding company policies and procedures
• Passport and international travel document readiness where applicable

Responsibilities

• Effectively manage, coach, and inspire your Expert team, fostering an excellent and continuous improvement culture
• Handle scheduling, vacation planning, and team meeting organization to maintain efficient team operations
• Address roadblocks promptly and minimize frustration among team members to uphold team morale and productivity
• Identify areas of potential improvement within the team and for individual team members, offering guidance and support where needed
• Act as a mentor for new hires, providing guidance and training to help them integrate effectively into the support team
• Hire new team members for the NA Experts team
• Respond to technical support questions from users worldwide
• Be available for urgent support requests during business hours in the US, ensuring timely assistance
• Support our Sales and Technical Account Management teams by addressing technical inquiries and ensuring effective communication
• Author technical articles for the Gurobi website and contribute to maintaining and expanding our internal knowledge base
• Collaborate with other departments to support various company initiatives
• Present new product features and capabilities at technical conferences, webinars, and Gurobi Training events, and interact with product users
• Keep an overview of your team's support workload and gather and act upon customer satisfaction feedback to continuously improve support services
• Drive the continuous improvement of processes and support quality to enhance the overall customer experience

Preferred Qualifications

• Computational experience in linear programming and mixed-integer programming
• Experience in acustomer-facing technical support role
• Software development in an object-oriented programming language
• Experience with Gurobi’s APIs and algorithms is helpful
• Fundamental System Administration
• Fluency with Microsoft 3655