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Operations Manager; Customer Support

OffSec

OffSec

Customer Service, Operations
Cebu City, Cebu, Philippines · Remote
Posted on Tuesday, January 23, 2024

About OffSec

Founded in 2007 by the creators of Kali Linux, OffSec (formerly known as Offensive Security) is the leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. OffSec’s distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today’s most critical skills.

Become a part of our global presence and work from anywhere. With team members in over 40 countries, we believe in inspiring people of all backgrounds and communities. The OffSec team is composed of diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide.

Excited about our mission and what we do? Apply and join us!

About the Job

As the Operations Manager for Customer Support, you will play a pivotal role in managing and optimizing the efficiency of our learner support operations. You will be responsible for developing and implementing strategies to enhance customer satisfaction, streamline processes, and ensure the delivery of high-quality support services. This role requires a proactive leader with strong analytical, organizational, and interpersonal skills. This role will handle 3 groups (Proctoring, Student Success Care Services and Community).

Ideal candidates will be a manager with prior experience managing staff, providing quality assurance reviews, and experience in staff human resources laws, guidelines and management. This position will have a flexible schedule. Candidates must be available to work any day of the week and any shift, as support groups are staffed 7 days a week, 24 hours a day. The Operations Manager is a part of the Student Success Management team at OffSec.

Duties and responsibilities

Team Leadership:

      • Lead, coach, and mentor a team of learner support leads, including Associate Managers, Team Leads, and SMEs.
      • Serve as the primary escalation point for learner support leads.
      • Foster a positive and collaborative work environment, encouraging innovation and continuous improvement.
      • Conduct regular performance evaluations and provide constructive feedback.
    • Operational Strategy:
      • Develop and implement strategic plans to optimize learner support operations (Proctoring, Student Success Care Services, and Community).
      • Identify and implement process improvements for enhanced efficiency and effectiveness.
      • Collaborate with cross-functional teams to align support operations with company goals.
    • Performance Metrics:
      • Establish and monitor key performance indicators (KPIs) for measuring and improving team performance.
      • Analyze data and trends to make informed decisions and recommendations.
      • Implement initiatives to meet or exceed NPS targets and other company goals.
    • Resource Management:
      • Manage staffing levels to meet learner support demand.
      • Address behavior or work product issues promptly.
      • Optimize resource allocation and scheduling for efficient coverage.
      • Collaborate with HR for recruiting, onboarding, and training new team members.
      • Ensure adherence to the Code of Conduct; address issues through appropriate disciplinary action.
      • Recommend status changes, including disciplinary actions, position changes, promotions, and salary increases.
      • Develop programs to promote employee retention.
    • Technology and Tools:
      • Evaluate and implement learner support tools and technologies to enhance productivity.
      • Stay informed about industry best practices and emerging trends in customer support technology.
    • Perform other duties as needed.

Qualifications

  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • Proven 8 years of experience in customer support or operations management.
  • Strong written and oral English language skills.
  • Effective interpersonal skills, facilitating communication with individuals at all organizational levels.
  • Maximizes computer and systems tools for data interpretation and report generation.
  • Knowledge of Google applications.
  • Strong leadership skills.
  • Flexibility in handling daily issues related to labor, discipline, and management.
  • Comprehensive understanding of Labor Law.
  • Excellent analytical and problem-solving skills.
  • Critical and analytical thinking for sound judgment and decision-making.
  • People-oriented with effective listening and coaching skills.
  • Highly ethical, recognizing the importance of professional certification and its impact on students.

Working conditions

This position manages learner support teams that are staffed 24 hours a day 7 days a week. The Operations Manager will work on a flexible schedule to have a presence across multiple shifts. Weekend work is by request and the Operations Manager will be given one weekend off per month. The Operations Manager will be scheduled 5 days a week. Position is fully in a work-from-home setup.

Direct reports

All learner support leads reports to this position.

Location

Must be based in Cebu, Philippines.

EEO

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.