After Hours High Touch Operations Manager

Estarta Poland Sp. z o. o.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an After Hours High Touch Operations Manager to enhance customer satisfaction through effective incident management and communication. This role involves acting as a key contact for escalation and operational concerns, providing detailed reporting, and proactively addressing issues. The ideal candidate will thrive in dynamic environments, possess strong communication skills, and have a proven track record in incident management. With opportunities for remote work post-training and a competitive salary structure, this position offers a unique chance to contribute to customer success in a fast-paced setting.

Benefits

B2B Contract benefits

Training opportunities

Flexible working hours

Qualifications

• 3+ years of incident management experience is required.
• Ability to work shifts and adapt to changing priorities.

Responsibilities

• Act as a single point of contact for operational concerns for assigned customers.
• Provide reporting on open service requests and RMAs.

Skills

English proficiency

Incident management

Professional communication

Cross-functional collaboration

Presentation skills

Ability to work under pressure

Job description

After Hours High Touch Operations Manager

Description

Your responsibilities:

• Acts as a single point of contact for escalation and operational concerns for assigned customers for After Hours
• Provides reporting on the open service requests and RMAs.
• Identifies and works proactively on issues to improve customer satisfaction.
• Takes part in Quarterly Business Review meetings and provides trending and gap analysis.

Our requirements:

• Very good command of English.
• Demonstrated drive for continuous learning, results-orientation and teamwork.
• Professional & concise communication (written & verbal).
• Performs well under pressure and in disruptive environments where priorities can change in response to customer demand.
• Executive level communications, tailored to unique situations.
• Proven ability to work cross-functionally and cross-corporations.
• Possess 3+ years-prior incident management experience
• Excellent working relationships with other customer service organizations within Cisco and with appropriate business units.
• Ability to formulate and deliver presentations.
• Previous experience as one of the following: incident manager, after hours incident manager, major incident manager.
• Ability to work shifts - day shifts, night shifts, both 8 &12 hours

Optional:

• Certifications: ITIL Intermediate would be an asset.

What we offer:

• B2B Contract on special rules (PTO, trainings & benefits not elsewhere seen with B2B contract).
• Competitive salary (depending on the experience).
• Possibility of remote work after the training period.