About the role
Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
The Senior Operations Manager is accountable for leading all operational activities, projects and operational excellence initiatives of the Operations team. This role will Interface with the Operations and Engineering teams to improve efficiency and overall customer experience for all products and services. Developing and growing the internal staff, including other operations leaders, will be a critical aspect of this role.Provide technical and professional direction to the team. Interface with the Operations and Engineering teams to improve the efficiency and overall customer support experience for all products and services. Manage the staff of the Operations team, including work assignment and review, career growth, and all other issues. This includes training, heavy coaching and mentoring.
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Some of What You'll Do
Scope of the Role:
- Direct Reports: This is a management role with direct reports.
As a Syniverse leader we expect you to amplify the careers of team members through coaching and development opportunities. By doing so you demonstrate that:
- You appreciate – the work, your team, and the customers you serve.
- You accelerate – skill growth, build networks and expand possibilities.
- You accept – by making space for all ideas and inviting diversity of thought.
- You acknowledge – and lead with empathy, vulnerability, and honesty.
Key Responsibilities:
- Accountable for overall operational performance and maintaining a superior level of quality service and support in the delivery of products and services, which result in continued customer satisfaction.
- Responsible for a diverse scope of issues where analysis of the situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Manages processes and operational policies in determining the best methods and techniques for obtaining solutions. Acts as an advisor to subordinate(s) to meet schedules and/or resolve technical problems.
- Guides the development and expertise of personnel, both technically and in personal skill areas, via multiple training venues.
- Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Responsible for department budget, including capital and expense costs related to the project and staff under the managers’ control.
- Provide technical expertise necessary for life cycle support and the development of system enhancements to meet customer requirements, provide process efficiencies and reduce operating costs.
- Participate in Users’ Group meetings to promote collaboration with customers regarding product and service issues. Develop relationships with customer base that facilitate ongoing communication and feedback.
- Recommend and implement new technologies or automations to meet the business needs as well as co-ordinate with partners.
- Responsible for Vendor Management activities such as: Developing and submitting SOW as required, acting as a focal point for vendor related issues.
- Leads cross-functional project team activities, providing leadership, guidance and coaching to the project team, as well as calling and leading steering committee meetings of directors as needed to address issues.
- Develop budget and staffing requirements on an annual basis and manage Project Management responsibilities such as, resource requirement determination and risk assessments.
Experience, Education and Certification:
- Bachelor degree in computer science, electronics or telecommunication or equivalent work experience.
- 10+ years of relevant management experience in the areas of application support, technical customer support, problem management, relational databases, programming languages and people management.
- Certification on operating systems and databases (Preferred)
Additional Requirements:
- Strong leadership, interpersonal, team building, facilitation, conflict management, influence management, and negotiation skills are required to effectively lead the project team to meet project goals.
- Strong working knowledge of standard project management discipline philosophy and the ability to apply this philosophy within Syniverse organizational framework is required.
- Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
- Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting technique.
#LI-Hybrid
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Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.
Pay Transparency
In accordance with applicable pay transparency requirements, Syniverse will provide information regarding the salary range or compensation for this position during the recruitment process and prior to any compensation discussions.