Operations Manager job vacancy

Vacancy expired!

Role: Operations Manager (Account Team Manager)

Duration: 6 months (CTH)

Location: PA

Responsibilities:

Act as primary consultant to clients for product/service support and enhancements
Document and track issues throughout the problem identification and resolution cycle
Review issues with clients to ensure understanding and closure
Understand client support agreements and division’s responsibilities in adhering to them
Act as a thought partner with clients to develop and improve the division’s products and services
Provide guidance and direction to Business Analysis, Development, Quality Assurance, and DevOps teams regarding client and broader industry needs
Serve as project manager or scrum master
Support division’s marketing and sales efforts, including developing RFP (Request For Proposal) responses
In-depth understanding of media industry business concepts and processes
Work with internal team members to develop accurate cost estimates and risk assessments
Work with client and internal teams to implement solutions
Provide detailed product support training and media industry overviews to other personnel
Ensure billable work is accurately documented and consistent with client agreements
Mentor others
Stay abreast of media and technology industry developments and make recommendations for changes in division strategy and direction as necessary
Enhance one’s domain, technology, and interpersonal skills

Requirements:

Requires a four-year degree in Computer Science, Information Technology, Business Administration or related discipline, or equivalent experience
Minimum of five years practical experience supporting clients
Experience with data management, relational databases, and cloud-based technologies
Software implementation experience, especially cloud-based SaaS solutions
Successful experience as team leader and project manager, with established record of client satisfaction
Familiarity and experience with MSA's core competencies: Data Management, Information Technology and Analytics
Experience in developing RFPs and assisting in business development opportunities
Working knowledge of Application Development Lifecycle
Strong problem solving abilities and the ability to coordinate internal and client resources in pursuit of resolving issues
Excellent interpersonal skills with superior oral and written communications abilities
Must have strong organizational, multi-tasking, and detailed-oriented skills along with the ability to manage stressful situations
Proficiency in the Microsoft Office Suite
Proficiency in Zendesk Helpdesk software or other equivalent technologies
Understanding of relational databases, data warehousing technologies, and reporting tools
Able to perform under pressure in a rapidly-evolving industry
Prior experience working within the media industry desired