Systems Manager, Operations

Summary

Join Motus as the Operations System Manager and optimize operational systems within the Operations department. This pivotal role demands a seasoned professional with expertise in post-sale functions, SaaS operations, project management, and AI implementation in support functions. You will be responsible for administering and optimizing key systems, collaborating with cross-functional teams, implementing AI solutions, and improving operational efficiency. The position requires strong project management skills, experience with Zendesk and telephony platforms, and excellent problem-solving abilities. You will also lead team members, from recruitment to performance management. Motus offers a competitive salary and a comprehensive benefits package.

Requirements

• Minimum of 5 years of experience in operations management within a SaaS environment
• Shown experience implementing AI solutions within support functions
• Successfully implemented a chatbot in a support environment
• Strong project management skills with a track record of successful project delivery
• Experience applying agile best practices and methodology for backlog and sprint management
• Shown expertise as a Zendesk administrator, with the ability to use Zendesk functionalities for efficient support system performance
• Proficiency in telephony platform administration within a call center
• Deep understanding of operational systems, workflows, and standard methodologies
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment

Responsibilities

• Be responsible for the administration and optimization of key Operations systems and tools, including vendor management, research, and Help Center design
• Collaborate with cross-functional teams to identify and address system bottlenecks and continuous improvement initiatives to increase accuracy and operational efficiency
• Apply your expertise to implement AI solutions such as a chatbot within support functions, improving response times, ticket deflection, and customer satisfaction
• Work closely with internal teams to integrate AI or automation features into existing and new systems
• Evaluate existing processes and workflows, finding opportunities for improvement and automation
• Implement standard processes to streamline operations and improve overall system performance
• Coordinate the planning, execution, and delivery of operational projects
• Ensure projects are completed on time, within scope, and meet high-quality standards
• Collaborate with cross-functional teams, including product development, customer support, and IT, to align operational systems with company goals
• Prioritize comprehensive documentation to ensure knowledge transfer and standardization
• Anticipate, recognize, and work through issues or setbacks independently
• Prioritize and work effectively in an environment with opposing demands
• Lead team members, from recruiting to onboarding and training to performance management

Benefits

• Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
• Open Paid Time Off
• Flexible Spending Accounts & Health Savings Accounts
• Motus-Fidelity 401K Plan Company-paid Short/Long-term Disability & Basic Life Insurance Plans
• Family Planning and Parenting Support Benefits through Maven
• Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
• $1000 Home Office Reimbursement Program
• $2000 Internal Referral Program
• WorkAnywhere Reimbursement of Internet and Cellular Costs
• 16 weeks maternity and adoption leave
• 8 weeks paternity leave