Senior Operation Manager - Microsoft M365

3 hours, 11 minutes ago
Lead
Customer and Technical Support
Gigmos

Gigmos

Gigmos specializes in curating highly skilled gig workers to provide efficient and cost-effective customer support solutions through an online platform, leveraging artificial intelligence to enhance service delivery and reduce operational costs.

Internet Software & Services
51-250
Founded 2018

Description

  • Create strategies with senior management and develop policies aligned to organizational goals.
  • Implement effective processes and operational standards.
  • Collaborate with subordinate and senior management on negotiations and important business matters.
  • Manage team operations and adapt existing methods and procedures as needed.
  • Translate strategic direction into clear team goals, deliverables, and change communication.
  • Prepare client presentations, highlight challenges, and raise support requirements when needed.
  • Provide guidance to in-house Management Trainees.
  • Handle client interactions and present MBRs and QBRs when required.
  • Track NSAT scores and team productivity closely.
  • Induct new engineers and team leaders into the technical support process.
  • Manage critical and complex changes where applicable.
  • Drive continuous service improvement initiatives.
  • Identify and communicate risks and dependencies to stakeholders in a timely manner.
  • Manage performance, career development, and retention of team members.
  • Identify opportunities to optimize processes with an innovative, transformational mindset.

Requirements

  • Graduate degree.
  • Minimum 8+ years of experience as an operations head/manager in a technical support process, specifically Microsoft M365.
  • Experience in client handling and client engagement.
  • Experience presenting MBRs and QBRs preferred.
  • Concierge LOB experience preferred.
  • Strong leadership and analytical skills.
  • Strong business acumen, negotiation skills, and process orientation.
  • Ability to work in a fast-paced, proactive, result-oriented environment.
  • Remote work capability with a Windows 11 Pro laptop, 16 GB RAM, and minimum 50 Mbps upload/download internet speed.
  • Availability for rotational shifts as per business need, including NOAM, EMEA, LATAM, and graveyard shifts.

Benefits

  • Remote work from home opportunity.
  • Rotational shifts aligned to business need.
  • Global organization with presence across multiple regions.
  • Opportunity to work with cutting-edge AI-enabled customer support operations.

Interested in this position?

Apply directly on the company website

Apply Now

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