Service Operations Lead

Jobtailor; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

Openmind seeks a senior Customer Experience & Support Services leader to ensure loyalty and satisfaction across customer interactions. You will manage CICD-driven software updates and oversee the Open Protect AI platform, guiding a team of technical experts.

The role focuses on proactive support through data analytics, strong communication, and stakeholder engagement, with responsibility for triaging tickets and orchestrating cross-team collaboration.

Qualifications

• Bachelor’s degree in CS, IT, telecoms or related field.
• At least 5 years leading client-facing service teams.
• Experience in telecoms or messaging environment is a plus.
• Excellent communication and presentation skills; fluent English.

Responsibilities

• Ensure Customer Loyalty and Satisfaction from CX in engaging with Openmind’s Support Services.
• Ensure customer instances are up to date with Openmind software using CICD processes.
• Monitor and operate Openmind’s Open Protect AI (OPAI) products.
• Evolve internal fulfillment of Openmind’s Support Services to deliver proactive customer experience using Data Analytics & AI.
• Lead a dedicated team of technical experts for Support Services fulfillment.
• Collaborate with Customer Operations teams to achieve higher performance.
• Host regular Support Review meetings to track progress across all Support activities.
• Triage new Customer tickets and steer outcomes throughout lifecycle.
• Work with Customers to Plan and Implement CICD processes.
• Manage ongoing Customer ticket pipeline and define actions to resolve escalations.
• Contribute to initiatives to increase proactivity in Openmind Support Services.

Skills

Customer Facing Experience

Team Leadership

CICD

Problem Solving

Project Management

Data Analytics

Artificial Intelligence

Telecommunications

Ticket Management

Customer Support Management

Education

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Information Technology

Bachelor’s Degree in Telecommunications

Tools

Open Protect AI (OPAI)

Support Services Software

Job description

• Ensure Customer Loyalty and Satisfaction from Customer’s Experience (CX) in engaging with Openmind’s Support Services.
• Ensure that Customer’s Application instances are kept up to date with latest Openmind software using Openmind’s Continuous Integration and Continuous Deployment (CICD) process.
• Monitor and Operate of Openmind’s Open Protect AI (OPAI) products.
• Maintain and evolve internal fulfilment of Openmind’s Support Services to deliver a proactive customer experience, to include further enablement using Data Analytics and Artificial Intelligence skillsets.
• Functionally lead a dedicated team of technical experts for the fulfilment of Support Services.
• Collaborate with Customer Operations counterpart teams to achieve performance above.
• Host regular Support Review meeting series to ensure required progress across all Support activity with each Customer.
• Triage all new Customer tickets and manage Triage outcomes throughout the lifecycle.
• Collaborate with Customers to Plan and Implement CICD process.
• Manage ongoing Customer pipeline of tickets and define action plans to resolve escalations.
• Contribute to initiatives to transform greater proactivity into Openmind Support Services.

Requirements

• Customer facing experience and expertise.
• Possess at least a Bachelor’s Degree in Computer Science, Information Technology, Telecommunications or relevant field.
• At least 5 years working experience in engaging, leading and managing a diverse team to deliver service in a client facing environment.
• Experience in a telecoms/messaging environment is a distinct advantage.
• Excellent communication (written and verbal) and presentation skills, with fluency in English as the primary business language.
• Highly developed problem solving skills and solution oriented approach.
• Proven ability to deliver outcomes with working to deadlines and under pressure whilst staying organised.
• Customer centric approach with proven ability to influence and build stakeholder relationships.
• Project management experience is an advantage.
• Flexible to the varying time demands of an operational customer environment and collaborating with colleagues in different time zones.

Core Competencies

Demonstrates expertise in Customer Experience (CX) management, ensuring customer loyalty and satisfaction through effective support services. Proficient in Continuous Integration and Continuous Deployment (CICD) processes, with strong leadership skills to manage and evolve technical teams in a telecoms environment.

Highest-signal resume keywords

• Customer Facing Experience
• Team Leadership
• Continuous Integration and Continuous Deployment (CICD)
• Problem Solving Skills
• Project Management Experience

ATS Optimization Keywords

Hard Skills

• Data Analytics
• Artificial Intelligence
• Telecommunications
• Customer Support Management
• Ticket Management

Soft Skills

• Excellent Communication Skills
• Stakeholder Relationship Building
• Solution Oriented Approach
• Organizational Skills
• Flexibility

Certifications & Qualifications

• Bachelor’s Degree in Computer Science
• Bachelor’s Degree in Information Technology
• Bachelor’s Degree in Telecommunications

Industry Keywords

• Customer Experience (CX)
• Client Facing Environment
• Operational Customer Environment
• Support Review Meetings
• Triage Management

Tools & Technologies

• Open Protect AI (OPAI)
• Support Services Software