Manager, Professional Services Field Operations at Nextiva in Remote
We're actively looking for amazing people like you to join our team! The Manager, Professional Services - Field Operations, is responsible for the Professional Services team tasked with the onsite delivery of Nextiva's UCaaS/VoIP products, devices and solutions. The manager is responsible for ensuring that all deployments are responded to and completed in a timely fashion while delivering an amazing customer service experience. This role is also responsible for aligning departmental goals with company objectives, key performance indicators, and strategic anchors. A key role for this leader is to be a champion of customer concerns and ensure details are professionally and adequately managed by the field operations team. Implementation Services are the basis for an amazing first relationship with the customer business and IT team and this manager should execute competent plans to promote customer success while maintaining discipline over project scope and delivery. Key
Responsibilities:
Manage, Collaborate and Lead a national distributed team of UCaaS field technicians. Focus on building a team that delivers AMAZING service using CSAT / NPS as key KPI. Develop best practice internal policies and procedures to ensure both customer success and the success of the organization Manage, Create and Report on Key Performance Indicators (KPIs) specific to the team such as on time delivery, time reporting, utilization. Maintain accurate capacity modelling and resource utilization of the field team. Maximize department success by training, guiding and mentoring team members in accordance with organizational policies and applicable laws. Conduct presentations for internal and external customers Comfortable interfacing and presenting to Sr. Leadership Moderate travel may be required (no more than 50%) Supports employees with training and development activities. Onboard, Incubate, and grow field technicians into the Professional Services Organization. Technician route mapping and evaluation of resources needed after identifying complete scope of each engagement.
Qualifications:
2
years in a leadership/management role 5
years working in a customer service, consulting, or technical capacity Experience in Information Technology / Professional Services Delivery function. Bachelor's Degree or equivalent experience Excellent oral and written communication skills Attention to detail, empathy, self aware, emotionally intelligent. Proficient in MS Office / Google Suite Good presentation and visual demonstration skills Must be able to coordinate across various groups and functional teams. Basic understanding of capacity modelling / resource utilization. Preferred
Qualifications:
Experience with UCaaS, SaaS and other technology delivery practices. Experience with pricing models related to paid-for services. Experience creating efficient deployment routes. Experience with SalesForce Sales Cloud & Service Cloud
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Manage, Collaborate and Lead a national distributed team of UCaaS field technicians. Focus on building a team that delivers AMAZING service using CSAT / NPS as key KPI. Develop best practice internal policies and procedures to ensure both customer success and the success of the organization Manage, Create and Report on Key Performance Indicators (KPIs) specific to the team such as on time delivery, time reporting, utilization. Maintain accurate capacity modelling and resource utilization of the field team. Maximize department success by training, guiding and mentoring team members in accordance with organizational policies and applicable laws. Conduct presentations for internal and external customers Comfortable interfacing and presenting to Sr. Leadership Moderate travel may be required (no more than 50%) Supports employees with training and development activities. Onboard, Incubate, and grow field technicians into the Professional Services Organization. Technician route mapping and evaluation of resources needed after identifying complete scope of each engagement.
Qualifications:
2
years in a leadership/management role 5
years working in a customer service, consulting, or technical capacity Experience in Information Technology / Professional Services Delivery function. Bachelor's Degree or equivalent experience Excellent oral and written communication skills Attention to detail, empathy, self aware, emotionally intelligent. Proficient in MS Office / Google Suite Good presentation and visual demonstration skills Must be able to coordinate across various groups and functional teams. Basic understanding of capacity modelling / resource utilization. Preferred
Qualifications:
Experience with UCaaS, SaaS and other technology delivery practices. Experience with pricing models related to paid-for services. Experience creating efficient deployment routes. Experience with SalesForce Sales Cloud & Service Cloud
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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