technical business manager for hire
Support Operations Manager - Zendesk
September 2014 - August 2016
Working in and for a global 24x7x365 support organization that employs multi-language and multi-channel support, I work with cross-functional teams through out the company to ensure programs and processes are successfully implemented and executed. The specific areas of focus and responsibility for my role in the Operations area exist in the day-to-day operational functions, management of the data analytics team, system administration team, and the tools development team. Lastly, I created the processes for and managed multiple employees across different offices globally.
Below are some of the main responsibilities during this time:
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People Management of team members with multiple specialized technical skill sets
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Build-out of specific data points, reporting concepts, and data sets to provide insightful and action inducing data analytics
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Maintenance and reporting of KPI trend analysis across the Support Organization including Sales and Success direct contribution analysis to highlight Support as a revenue/value center as opposed to a cost center
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Data reporting design to help drive successful A/B testing of process changes
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Involved development of forecasting methodologies for workload and headcount projections
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Design, usability testing, and project management of internal tools and integrations utilizing Agile methodology
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Oversight of execution and scaling of System Administration in the Support realm
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Tasked with building out a data analytics team and relevant processes and conceptual approaches to KPI reporting
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Responsibility of creating and scaling the role of Tools Development and defining tool set and development processes
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Liason with Security, Compliance, IT and Finance to build and maintain integrations across multiple products and systems