Remote Operations Manager

Summary

Join a dynamic team at 3Cloud as an Operations Manager and contribute to the seamless delivery of services to clients while driving operational excellence and efficiency across the organization.

Requirements

• Bachelor's degree in Business Administration, Computer Science, or related field; Master's degree preferred
• Proven experience in operations management within the managed services industry, with a focus on cloud technologies
• Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve excellence
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders
• Solid understanding of industry standards and best practices, such as SOC2 compliance and ITIL framework
• Analytical mindset with the ability to interpret data and metrics to drive informed decision-making
• Proven ability to manage complex projects and initiatives within tight timelines and budgets

Responsibilities

• Keep Team Leads on track by conducting multiple meetings weekly, ensuring alignment with organizational goals and objectives
• Define and manage team skill requirements and identify skill gaps, collaborating with offshore executives to invest in skill improvements
• Assist Team Leads in creating and adhering to Standard Operating Procedures (SOPs) to streamline processes and enhance efficiency
• Serve as the primary escalation point for client relationship management, ensuring timely resolution of issues and maintaining high levels of client satisfaction
• Collaborate with Team Leads to manage major Root Cause Analyses (RCAs), identifying and addressing underlying issues to prevent recurrence
• Run internal SOC2 audits in collaboration with 3Cloud's compliance team, ensuring adherence to industry standards and best practices
• Manage operational Key Performance Indicator (KPI) metrics for the entire offshore team, providing regular reports to 3Cloud management on a weekly and monthly basis
• Assist 3Cloud management with resource forecasting and cost management to optimize resource allocation and drive cost-efficiency
• Address all offshore reporting needs, ensuring accurate and timely reporting to support decision-making and strategic planning
• Work with Team Leads to manage the operational aspects of the offshore team, fostering a culture of accountability and continuous improvement