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Operations Manager
2 months ago
We are seeking a highly skilled and experienced Operations Manager to join our team at Ritchie Bros. in a key role that will oversee the day-to-day operations of our administrative and customer service functions.
Key Responsibilities- Operational Leadership: Provide strategic leadership and direction to the office operations team, ensuring that all administrative functions are executed professionally and in a timely manner.
- Customer Service: Manage customer complaints and propose/executed solutions as needed, handle customer payments, and ensure that customer service levels are maintained.
- Team Management: Schedule customer service staff, manage direct and indirect reports, and develop a strong team culture.
- Process Improvement: Monitor and measure service metrics, implement improvements or changes to workflows and resource allocation to support continuous improvement.
- Strategic Decision Making: Provide input to the budget and strategic decisions that affect the office operations teams.
- Subject Matter Expertise: Be a subject matter expert for all projects relating to office operations.
- Operational Support: Provide operational support for new initiatives implemented by the company.
- Customer Service Experience: 5 years' customer service experience, preferably including handling customer complaints.
- Operational Experience: Minimum 5 years' experience in a fast-paced customer service environment.
- Leadership Experience: Minimum 3 years' experience of managing a team of 5+, preferably including both onsite & remote teams.
- Problem-Solving Skills: Demonstrated ability to handle multiple projects/initiatives effectively and prioritize work to meet strict deadlines in high-pressure situations.
- Communication Skills: Excellent oral and written communication skills with the ability to build strong working relationships.
