Manager – Customer Technology Operations

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Drive operational excellence within the Customer Technology team.

• Identify and implement enhancements to processes across Customer Technology.

• Maintain an organized system for documenting operational processes.

• Monitor and report on key operational metrics and KPIs.

• Develop and implement best practices aimed at improving operational efficiency.

• Create and distribute comprehensive release notes for technology updates and implementations.

• Manage Jira operations, focusing on tool enhancements and process improvements.

• Oversee the administration and maintenance of Zendesk for customer technology tools.

• Develop and uphold training materials for customer technology solutions.

• Support voice of customer initiatives within Customer Technology.

• Manage vendor relationships, including overseeing contract management, invoicing, and purchase order processes.

• Execute and track vendor contract signatures and manage vendor phase-out processes.

• Maintain consistent communication with technology vendors to foster and strengthen strategic relationships.

• Create and maintain vendor documentation and systems for tracking renewals.

• Lead communication efforts pertaining to Customer Technology operations.

• Manage and coordinate communications during technology outages.

• Organize and facilitate governance meetings, including setting agendas, documentation, and follow-up actions.

• Ensure adherence to effective change management processes, ensuring they are followed and documented.

• Support product management initiatives as needed.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in business, technology, or a related field, or over 5 years of experience in technology operations or a similar role.

• Strong project management and organizational skills are required.

• Excellent verbal and written communication skills are essential.

• Proven experience in vendor management and contract administration is required.

• Proficiency in ZIP, Jira, Zendesk, and other relevant technology platforms is essential.

• Experience in technology operations within a Talent Acquisition environment is required.

• Strong attention to detail and a process-oriented mindset are preferred.

• Excellent problem-solving and analytical abilities are preferred.

• Ability to comprehend and enhance complex processes is preferred.

• Familiarity with change management methodologies is preferred.

• Strong interpersonal skills and the ability to build relationships are preferred.

• Self-motivated and able to work independently is preferred.

• Adaptable and flexible in a fast-paced environment is preferred.

• Experience in creating documentation and training materials is preferred.

• Proficiency in Microsoft Office Suite is required.

• Experience with project tracking tools such as JIRA and Smartsheet is necessary.

• Understanding of technology operations and support processes is required.

• Familiarity with contract management systems is preferred.

• Strong leadership and team collaboration skills are required.

• Excellent time management and prioritization skills are essential.

• Proactive approach to problem-solving is expected.

• Customer-focused mindset is crucial.

• Professional demeanor and a strong work ethic are essential.

• Legal right to live and work in the United States is required.

🏝️ Benefits

• Full-time position, requiring 40 hours per week.

• Equal opportunity employer.

• Reasonable accommodations provided throughout the application and interview process.