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Digital Process Excellence Specialist

3 weeks ago

Sydney, New South Wales, Australia beBeeOperations Full time $180,000 - $200,000
Digital Operations Manager Position

The position of Digital Operations Manager involves overseeing day-to-day support operations, resolving complex technical issues, and continuously improving support processes.

  • Leading and managing the technical support team to ensure high-quality support services is a key responsibility.
  • Oversight of daily support operations, handling escalated customer issues, and driving continuous improvement in support processes are essential duties.

This role requires strong leadership skills, technical knowledge, and analytical abilities. The successful candidate will have hands-on experience in Support management roles, with a proven track record of building and developing cohesive teams.

Responsibilities:
  • Issue Management: oversee issue resolution, handle business issues, maintain high customer service standards, and communicate effectively with stakeholders.
  • Crisis Response: lead during high-pressure situations, establish clear communication mechanisms, mobilize resources, diagnose and resolve underlying issues, and conduct post-crisis analysis.
  • Reporting & Documentation: prepare regular reports on support metrics, document root cause analyses, and develop a comprehensive knowledge base.
  • Team Development: identify talent, develop learning plans, conduct training sessions, delegate tasks, and complete performance reviews.

The Digital Operations Manager will work closely with cross-functional teams, communicating effectively to drive results and improve support processes.

Requirements:
  • Minimum 3-5 years of hands-on experience in Support management roles is required.
  • Experience in managing relationships with third-party vendors and service providers is an asset.
  • A proven ability to build and develop cohesive teams is essential.
  • Strong understanding of technical support processes, IT infrastructure, and software systems is necessary.
  • Ability to troubleshoot technical issues and provide effective solutions is critical.

The ideal candidate will possess excellent leadership, communication, and analytical skills, with a passion for delivering high-quality support services.