Regional Operations Manager, Premium Support

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

📋 Description

• Supervise a robust operational environment for your teams, ensuring high-quality support for the community.

• Oversee the team's management of complex, sensitive, and/or urgent matters that may present significant risks to our brand or community, serving as the highest escalation point for case consultations and major escalations from other stakeholders.

• Conduct regular meetings with your direct reports to assess their performance and provide high-quality, behavior-focused coaching; must be capable of developing a performance development strategy/plan for your service(s).

• Offer best practice guidelines to your team for handling cases and situations, ensuring that processes are documented and adhered to.

• Guarantee that the team is consistently staffed appropriately and that personnel complete onboarding and ongoing training.

• For cases involving internal stakeholders, guide your team in taking appropriate actions towards case closure and, in rare instances, assist with detailed case handling.

• Collaborate with Capacity Planning & Workforce Planning on establishing minimum headcount, ensuring sufficient coverage, assessing the impact of changes on contingency planning, and advocating for staffing needs against volume/work.

• Drive performance at the team manager, regional, and service levels.

• Ensure that individual team members are held accountable to performance goals in a fair and equitable manner by establishing clear expectations, providing individual follow-ups, and positively coaching team members to develop and enhance their skills in a customized way.

• Manage performance at both the team manager and regional levels, including identifying performance trends, providing corrective actions and positive feedback, as well as writing year-end reviews and improvement plans.

• Ability to articulate and set the vision and focus for the quarter; convey that vision and focus through all-hands meetings.

• Share insights and recommendations regarding service target setting.

• Oversee overall service performance and contribute to trend reporting, providing a comprehensive picture of the service to the Delivery Director.

• Build and cultivate an engaged and diverse team.

• Own and manage the end-to-end people strategy and operations within your team, fostering a high-performing and sustainable environment. This includes hiring, onboarding, talent development, and promoting employee engagement, wellness, and morale.

• Facilitate both team and individual professional success by supporting and challenging your team to meet and exceed expectations through clear goals, feedback, one-on-ones, and coaching.

• Assist the team in professional development by identifying and creating development opportunities and utilizing company-wide resources to regularly drive growth within your team.

• Handle day-to-day management responsibilities such as approving time off, conducting team and one-on-one meetings, and addressing talent-related issues.

• Foster a culture of openness, transparency, and accountability, allowing our teams to deliver their best work while being authentic.

• Exhibit strong leadership on key issues, including Diversity & Belonging, Allyship, Ethics, Compliance, and upholding high service standards for the company.

• Support strategic initiatives within Delivery and your service as required.

• Lead the team towards the successful execution of company or other strategic objectives within your service by communicating updates, new requirements, and providing feedback.

• Assist, as necessary, with internal Delivery performance and operations improvement projects, collaborating with the Delivery Excellence team and cross-functional partners.

• Engage in critical thinking and continuously evaluate our procedures. Gather feedback from the team to identify opportunities for performance enhancement and better optimize processes for the team, service, and global community.

⛳️ Requirements

• A minimum of 8 years of progressive experience in customer service or operations roles, with at least 5 years in a position directly managing staff and the employee lifecycle, preferably overseeing other managers.

• Proven experience in enhancing team performance as a manager.

• Experience in resource deployment to manage real-time crisis situations, including high severity/sensitivity cases and decision-making authority in cases of losses.

• Skilled in data analysis and reporting to identify performance trends, as well as in developing and implementing performance management standards.

• Experience in translating overarching goals and strategies into actionable steps for your teams, including establishing operational or functional targets and performance goals.

• Availability to work on weekends, holidays, and be on-call as required.

🏝️ Benefits

• Bonus

• Equity

• Benefits

• Employee Travel Credits