Client Operations Manager
🇺🇸 Remote - US
🕑 Full-Time
💰 $71,000 - $99,700
💻 Other
🗓️ May 21st, 2023
Salesforce Five9 SAP- Managing and developing the Partner Operations Team
- Overseeing the Partner Operations work, supporting daily operations to ensure orders and other operational work are completed accurately and on-time
- Collaborating with other departments to resolve system issues that ensure team members can access the systems they need to do their jobs
- Acting as a liaison between the Partner Teams and internal teams to improve systems and resolve challenges
- Working closely with internal departments such as Partner Success, Business Operations, Education, Technology, and Corporate Customer Service to roll out new systems, enhancements and programs.
- Training team members on systems, creating SOPs, and ensuring teams are equipped to use new technology and processes
- Increasing the efficiency of existing processes to enhance the teams’ capacity
- Refining and maintaining operational metrics
- Analyzing and visualizing data to inform decision-making
- Overseeing annual Partner renewal process
About you
- Leader with stellar emotional intelligence, relationship-building, and communication skills
- Proven team player with a strong customer focus
- Self-starter who can handle multiple priorities at the same time
- Passion for managing projects and developing scalable processes
- Critical thinker with outstanding analytical and problem-solving abilities
- Detail-oriented, and can weigh details against the bigger picture
- Nimble and adaptable to fast-paced, changing environments
- Superior proficiency with technology, with eagerness to identify, learn, and implement new systems
What we look for (Required):
- 3+ years' experience in customer operations management
- 3+ years’ people management experience; proven ability to manage, motivate, and develop teams and individuals
- 2+ years’ experience delivering customer service
- Proven experience collaborating with cross-functional teams and managing cross-functional projects to completion
- Deep knowledge of common customer service tools and practices
- Track record of business process improvement
- Four-year college degree preferred
- Expert in Microsoft Office (especially Excel, Power Point)
- Salesforce, Five9, SAP, PowerBI experience
- Experience in a growth-oriented SaaS company
About Wiley:
We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help they need to turn their steps into strides.
Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are in Hoboken, New Jersey, with operations across the globe in more than 40 countries.
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.
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