Operations Excellence Systems Manager-Support

Summary

Join HopSkipDrive's Operations Excellence team as a highly analytical and process-driven professional to optimize support workflows and enhance customer service delivery. Drive data-driven operational improvements by analyzing support team workflows and defining key performance metrics. Own and lead support operations projects, including the rollout of new workflows and systems. Engage directly with Support leadership to understand their needs and utilize data to communicate operational changes effectively. Advocate for standardized operating procedures and collaborate cross-functionally with Support, Product, and Engineering teams. Monitor team performance and provide regular progress reports on support operations improvements to stakeholders.

Requirements

• Proven experience in operations and/or project management roles specifically related to support or call center operations
• Demonstrated ability to create new, efficient workflows according to customer service standards and support team requirements
• Experience working with CRM systems, such as Kustomer or similar platforms
• Experience working with QA and CSAT platforms
• Exceptional analytical and investigative skills, with a proven ability to interpret complex datasets, identify trends, make data-driven recommendations, and execute them effectively
• Strong organizational skills and experience with project management tools such as ClickUp, Asana, or Jira
• Advanced proficiency in Excel/Google Sheets and extensive experience with data visualization tools like Tableau
• Experience with automation tools such as Zapier, Integrately, or Make
• Excellent written and verbal communication skills
• Self-starter mentality with relentless curiosity and ability to develop creative solutions
• Operations & Project Management Experience as relating to Support/Call Center based teams

Responsibilities

• Drive data-driven operational improvements by analyzing support team workflows, defining key performance metrics, and translating data insights into actionable strategies
• This includes understanding requirements, designing efficient processes, and ensuring compliance with customer service standards
• Own and lead support operations projects, including the rollout of new workflows and systems
• This involves developing project plans, training teams, and ensuring the team has the necessary information for ongoing support, performance optimization, and reporting
• Engage directly with Support leadership to understand their specific needs and utilize data to communicate operational changes and improvements effectively
• Advocate for standardized operating procedures by quantifying their benefits through data analysis
• Collaborate cross-functionally with Support, Product, and Engineering teams to define system requirements based on data analysis, and implement solutions for improved support operations
• Monitor team performance and collaborate with Support leadership to implement process improvements
• Provide regular progress reports on support operations improvements to stakeholders, demonstrating strong cross-functional communication and collaboration skills
• Contribute to other cross-functional systems projects leveraging operational expertise and problem-solving abilities, as needed

Benefits

• Flexible vacation
• Medical
• Dental
• Vision
• Life insurance
• 401(k)
• FSA
• Equity
• Equity stock options