Reporting to the Director of Operations, the Operations Manager is a member of Europe, Africa, and Middle East team responsible for managing the company's operations in the region and instituting processes & systems that provide effective internal management. This person will work closely with various EMEA teams including sales, marketing, events, etc. and along with global counterparts to continuously improve operational effectiveness and create processes and systems to support high growth in the region.
The Operations Manager will have direct responsibility for managing, developing and providing day to day leadership and oversight to the Operations team.
Day to day management of all customer and sales service along with event operations activities ensuring all work is delivered within agreed service levels (timeliness and quality).
Manage capacity across the team to ensure effective workload balance to meet service targets and release timelines.
Build and maintain departmental structure, operating standards, and practices that are responsive and adaptable to evolving business needs.
Establish KPIs, measure, review, and report on service levels including output quality and volumes of workload/cases.
Support day-to-day use of Salesforce by all members in the region to ensure customer and business objectives are achieved.
Identify and define business requirements for the region and initiate and prioritize enhancement, gap analysis, and prepare user stories.
Partner with Global Operations and IT teams to design, develop, test, release complex workflows rules, validation rules, formulas, custom workflow, process builder, page layouts, custom fields/objects, and other Salesforce.com customisation.
Work with various functions and end-users to identify, document, and communicate standard business processes as they relate to Salesforce.
Hands-on configuration and data migration experience to execute on requirements in partnership with key stakeholders.
Projects and process management:
Map the key business processes, document and ensure they are reviewed frequently for updates.
Manage operations planning and reporting.
Conduct appropriate business analysis in order to propose solutions to support the growth and expansion of the business.
Design and implement the necessary automation of processes and systems across the region.
Establish standards, parameters and wider expectations for quality, accuracy, timeliness of work expected.
Propose initiatives to improve customer experience and drive efficiencies. Drive improvements and make recommendations to enable the ongoing improvement of processes.
Lead and motivate teams to provide an excellent level of service to internal and external customers and to implement the culture of high performance and continuous improvement.
Coaches and mentors the operational specialists in performing their day-to-day tasks ensuring goals, KPI's and training plans are clear, managed and aligned with the operational strategy.
Qualifications and experience
Minimum Bachelor's Degree in a business or IT related field required.
Minimum of 3 years of experience leading a diverse group of support functions.
Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers and deliver an excellent employee experience.
Certified Salesforce Sales Cloud and Administrator.
Strong Stakeholder Management, Project Management & Influencing skills with a good understanding of Lean and Business Process Management techniques.
Experience in managing teams across different locations, coaching, mentoring.
Technology-savvy with an advanced user of applications like MS Visio, project management solutions, reporting and analytics tools like Qlikview, Power BI, etc.
Fluent written and spoken English is a must, additional European language preferred (German, French, Spanish, Polish, Russian).