RemoteLeaf Logo
Log in Sign up

Technical Operations Manager

3 weeks, 6 days ago
United States
Full-time
Mid Level
Operations Manager
Project and Program Management
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 52

Description

  • Manage platform operations, operational relationships, and ongoing support for managed services clients.
  • Oversee technical operations accounts and act as a trusted advisor to client stakeholders.
  • Monitor, trend, and analyze service requests, platform statistics, stability, and capacity data.
  • Prioritize technical work, lead change management cycles, and provide visibility to internal and external stakeholders.
  • Coordinate incident, service request, and root-cause resolution across Service Desk, Level II/III teams, and management.
  • Ensure adherence to client regulations and ITIL-related processes, including incident, problem, change, release, time reporting, asset management, and security requirements.
  • Lead regular client operational status reviews and manage internal and external communications related to the engagement.
  • Maintain client satisfaction by triaging issues, meeting SLAs, gathering feedback, and driving corrective action plans.
  • Support commercial activities such as SOWs, change requests, RFP responses, invoicing, run-rate tracking, and resource/effort estimation.
  • Manage the transition from project work to Day-2 support and ensure support documentation and expectations are in place.

Requirements

  • 2–4+ years of technical operations management experience, ideally in contact center environments.
  • Experience supporting cloud or on-premises technologies.
  • Proven client management skills, including relationship building, expectation setting, and issue resolution.
  • Hands-on experience with contact center technologies such as voice and data network operations, CTI, ACD, IVR, and CRM systems with related integrations.
  • Strong organizational and coordination skills with the ability to manage multiple operational priorities in a fast-paced environment.
  • Foundational project management experience, including task planning, timelines, and cross-functional coordination, is preferred.
  • Ability to manage technical operations in a managed services environment.
  • Comfort working remotely in a U.S.-based role.
  • Experience with compliance to ITIL and related operational processes is preferred.

Benefits

  • $90,000–$105,000 annual salary.
  • Eligibility for an annual incentive program.
  • Medical, dental, and vision coverage.
  • Tax-advantaged health care accounts.
  • Financial and income protection benefits.
  • Paid time off (PTO) and wellness time off.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Twilio

Senior Environmental Sustainability & ESG Manager

Twilio 5K-10K Diversified Telecommunication Services

Twilio is hiring a Senior Environmental Sustainability & ESG Manager to implement, operate, and improve its global environmental sustainability and ESG programs.

United States Full-time Senior Operations Manager
$142k-$208k
Twilio
7 hours, 3 minutes ago
Airbnb

Senior Manager, Workforce Planning

Airbnb 5K-10K Hotels, Restaurants & Leisure

Airbnb is hiring a Senior Manager of Workforce Management for its Community Support team in Canada to lead workforce planning and real-time operations that improve service levels, efficiency, and customer experience.

Canada Full-time Senior Operations Manager People Operations
$107k-$133k
7 hours, 18 minutes ago
Carvana

Market Operations Manager

Carvana 10K-50K Automotive

Carvana is hiring a Market Operations leader to oversee daily site operations, team development, and customer experience for its fast-paced online car buying business.

United States Full-time Senior Operations Manager
7 hours, 18 minutes ago
EXANTE

Head of Options Trading

EXANTE Capital Markets

EXANTE is seeking a remote leader to run and grow its options and derivatives business, owning the principal derivatives trading book and client options trading for a global wealth tech and prime brokerage platform.

Poland Full-time Lead Operations Manager
7 hours, 18 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers