Offensive Security is hiring a
Operations Manager, Customer Support in The Philippines

Summary

The job is for an Operations Manager for Customer Support at OffSec, responsible for managing learner support operations, developing strategies to enhance customer satisfaction, and leading a team. The role requires a proactive leader with 8 years of experience in customer support or operations management, strong analytical, organizational, and interpersonal skills.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or related field
• Proven 8 years of experience in customer support or operations management
• Strong written and oral English language skills
• Effective interpersonal skills, facilitating communication with individuals at all organizational levels
• Maximizes computer and systems tools for data interpretation and report generation
• Knowledge of Google applications
• Strong leadership skills
• Flexibility in handling daily issues related to labor, discipline, and management
• Comprehensive understanding of Labor Law
• Excellent analytical and problem-solving skills
• Critical and analytical thinking for sound judgment and decision-making
• People-oriented with effective listening and coaching skills
• Highly ethical, recognizing the importance of professional certification and its impact on students

Responsibilities

• Lead, coach, and mentor a team of learner support leads
• Serve as the primary escalation point for learner support leads
• Foster a positive and collaborative work environment, encouraging innovation and continuous improvement
• Conduct regular performance evaluations and provide constructive feedback
• Develop and implement strategic plans to optimize learner support operations
• Identify and implement process improvements for enhanced efficiency and effectiveness
• Collaborate with cross-functional teams to align support operations with company goals
• Establish and monitor key performance indicators (KPIs) for measuring and improving team performance
• Analyze data and trends to make informed decisions and recommendations
• Implement initiatives to meet or exceed NPS targets and other company goals
• Manage staffing levels to meet learner support demand
• Address behavior or work product issues promptly
• Optimize resource allocation and scheduling for efficient coverage
• Collaborate with HR for recruiting, onboarding, and training new team members
• Ensure adherence to the Code of Conduct; address issues through appropriate disciplinary action
• Recommend status changes, including disciplinary actions, position changes, promotions, and salary increases
• Develop programs to promote employee retention
• Evaluate and implement learner support tools and technologies to enhance productivity

Benefits

• Flexible schedule
• Work-from-home setup
• One weekend off per month