Assistant Manager Operations

Position Overview

The Asst. Manager Technical/Operations is responsible for building and maintaining a high performing, supportive, and an awesome team of Solutions Consultants. The primary objective will be to coach and empower the team to deliver the best customer experience spanning from presales, onboarding, support, and renewal. This position will also require you to be comfortable engaging with customers and helping out the team with demos, tickets, and renewal conversations as needed. This is a people leadership role reporting to the top Management.

Responsibilities

As the Asst. Manager Technical/Operations your duties will include:

• Leading a team of Solutions Development and Customer Services based in Lahore
• Coaching and mentoring of team members
• Achieving department SLAs, metrics, and OKRs
• Resource scheduling for team and Projects
• Evaluate team member performance based on KPI’s
• Professional development and career pathing
• Owning and resolving customer escalations
• Providing direct customer support as needed
• Working on continuous process improvements and projects
• Define success and help the team achieve success
• Hire, Train and onboard new employees

Minimum Requirements

You are a role model and lead through inspiration, perspiration, and determination.

Comfortable wearing many hats

Adept at conflict resolution and handling escalations

Ability to troubleshoot and problem solve

Comfortable working cross-functionally with other teams

Excellent verbal and written communication skills. You know what to say and how to say it

Keen attention to detail

Commitment to learning and continuous improvement

Thrives in a fast-paced, dynamic environment and able to work independently and as a team

Previous experience leading teams

Bachelor's degree in engineering or computer Sciences

3+ years of equivalent work experience

Experience in customer relationship management

Job Type: Full-time

Pay: Rs80,000.00 - Rs100,000.00 per month

Ability to commute/relocate:

Lahore: Reliably commute or planning to relocate before starting work (Required)

Education:

Bachelor's (Required)

Experience:

Operations: 1 year (Required)

Work Location: In person