Operations Manager

Job Summary:

The ideal candidate is a highly motivated individual who can represent our creative company in a positive and professional way.

This role combines project management, coordination, and supervision of the marketing and customer service teams as well as ownership of some administrative and product testing tasks.

This individual must possess excellent communication and multitasking skills, both verbal and written, and have the ability to provide exceptional management of staff and experience in both customer service and company partnerships.

They must be exceedingly well organized, flexible, self-motivated and enjoy the challenges of supporting multiple departments.

JOB RESPONSIBILITIES:

Marketing Management:

• Oversee and manage Marketing Team and tasks outlined by Ownership and CMO
• Become a superuser of the software products in order to review all written, verbal, and social media communication and proof video assets prior to deployment
• Communicate non-support questions with Marketing.
• Support marketing initiatives as requested
• Attend trade shows, workshops, and client facing events as requested

Customer Service Management:

• Oversee and manage Customer Service Team to answer incoming support tickets, ensure responses are within guidelines and client satisfaction is consistently within target range.
• Become a superuser of the software products in order to secure, train, and provide resources to Team for client problem solving, interface with VIP Ambassadors, and represent the company at events or trade shows.
• Conduct weekly Team meetings to identify department issues, improve customer experience and deploy resources.
• Provide weekly reports and/or recaps for ownership team.
• Review weekly and monthly Zendesk reports to evaluate performance and enhance service level.
• Provide customer feedback to the appropriate team.
• Train, oversee and assist Customer Support Associates with all job duties

Misc Administrative Tasks:

• Able to speak to features and functionalities in order to sell and teach team to sell all software products to new prospects and existing clients
• Attend and conduct webinars and screenshares to answer software questions and/or assist the presenter
• Monitor social media as needed, and assist in responding to comments when necessary.
• Oversee administration of phones, emails and chat.
• Test updates and new releases as needed from development.
• Oversee support documents and video tutorials
• Identify common customer issues/education needs and create solutions

Testing Tasks:

• Interface as the company coordinator for printing labs (both “Direct” and Non-Direct Partners)
• Project manage all communications with Direct Labs and Internal Teams
• Assist and/or Manage all internal Direct Lab data entry requirements and coordinate testing of changes/updates
• Manage Testing schedules and Testing Team for new software features and functionalities
• Communicate with Ownership Team weekly

Skills integral to the job:

• Must be a confident communicator and presenter
• Detail oriented
• Outstanding organizational and planning skills
• Superior project management and time management skills
• Ability to handle a variety of projects simultaneously while meeting multiple deadlines
• Capacity to handle confidential information
• Exceptional communication and customer service skills
• Capable of remaining calm and polite under pressure
• Strong writing, editing, proofreading, layout and design, professional printing/publishing skills are essential, including ability to present concepts verbally.
• A wide degree of creativity and latitude
• Self motivated with the professional approach to management

Education requirement

• Proficient with Microsoft Office products
• Basic keyboard skills
• Four Year Degree or Equivalent

Reports to:

• Ownership Team