Remote Operational Delivery Manager

Summary

Join our team as an Operational Delivery Manager and build a centralized system to ensure Support teams design and capacity meet organization's needs.

Requirements

• Leadership and people management skills
• Hiring, Forming new teams, organization change management
• Building transparent, repeatable and scalable processes in software development companies
• Stakeholder management
• Root cause analysis, troubleshooting
• Tools: Jira & Jira Service Desk (Advanced), G Suite
• Advanced English proficiency + business communication skills

Responsibilities

• Build a centralized system with all levels of support ensuring Support teams design and capacity meets organization's needs
• Implement strategy to increase customer retention rates
• Monitor alerts for customers issues, ensure all support teams reacts accordingly
• Developing metrics to measure teams’ performance, Ensuring SLA are met
• Work as Delivery manager for key accounts
• Incident management, be an escalation point
• Support to other teams with customer service [cross-team collaboration with delivery team, service delivery managers]
• Product development support (contribute to backlog)
• Recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met. [work with team leads]
• Increasing teams' effectiveness by contributing to improving processes
• Grow and share knowledge of Competera products and processes built around them

Preferred Qualifications

Tools: Intercom

Benefits

• Rich innovative software stack, freedom to choose the best suitable technologies
• Remote-first ideology: freedom to operate from the home office or any suitable coworking
• Flexible working hours and no time tracking systems on
• Regular performance and compensation reviews
• Recurrent 1-1s and measurable OKRs
• In-depth onboarding with a clear success track
• Competera covers 70% of your training/course fee
• 20 vacation days, 15 days off, and up to one week of paid Christmas holidays
• 20 business days of sick leave
• Partial medical insurance coverage