Senior Operations Manager

Company:

We are a company on a mission to breathe life back into the buyer’s journey and help people fall back in love with the brands that make them thrive.​

Company culture:

At PriceSpider, we help brands from around the world make the shopping experience more human. And what is more human than shopping for our necessities and luxuries. The beauty of commerce is opening ourselves up to something new. 

At PriceSpider we’re always looking for the best talent, to serve the best brands on the planet, no matter where you hail from, what background you have, or how you identify, you have a home at PriceSpider. No extra legs needed...talent required. 

When you choose to work at PriceSpider — just like the brands, retailers, and shoppers we serve — we all stand together as one. 350 employees working from four countries serving brands across the globe toward one inclusive goal.

Job description:

The Sr. Operations Manager is responsible for managing and developing a teams of Operations Specialists and other team members (onshore and offshore) who are dedicated to providing high quality data for our customers through PriceSpider tools. The Sr. Operations Manager is responsible for coaching their team to understand our customers, their needs, their business processes, and their challenges so that the operation specialists can efficiently find, curate, prepare, and qualify the data that they care about for all PriceSpider products. They are responsible for the data quality throughout the life cycle of a customer, from inception to maintenance. As a result, the Sr. Operations Manager partners with all departments to provide a high level of service not only to the customers, but to internal stakeholders as well. Additionally, the Sr. Operations Manager is responsible for maintaining resourcing capacity models and prioritizing and planning incoming work along with other Customer Experience managers.

What will you be doing:

• Understand and maintain weekly and monthly team capacity
• Plan incoming delivery projects and ticketed work based on priority provided from stakeholders and taking team capacity into account
• Managing customer operation specialists’ day to day functions as a whole
• Developing and establishing a team of leads and managers that will further grow the teams ability to execute.
• Informing the team of all new information related to PriceSpider products, procedures, and trends
• Responding to escalated issues and resolving them as a mediator
• Ensuring that defined targets for performance metrics are hit consistently
• Identifying special projects that are required to promote customer health
• Implementing processes with existing tools that meet our customer SLAs
• Analyzing opportunities for improving the team’s throughput and capabilities
• Reviewing daily tasks on an as needed basis to ensure that the team is meeting customer expectations
• Maintaining cross-functional relations with engineering and other departments
• Identifying internal initiatives that will streamline various daily tasks that are performed by the operations specialists
• Tracking the team’s performance based on quality of matches and throughput
• Interviewing and hiring operations specialists who have technical and analytical capabilities
• Partnering with the training program manager to update and maintain internal procedures and training
• Training new hires to ramp up to PriceSpider levels of excellence
• Overseeing and evaluating the team’s ongoing training efforts
• Delivering performance evaluations and following the disciplinary process according to PriceSpider policy

Requirements:

• 2 years of experience as an operations manager or relevant experience at a technology company
• Excels in leading the execution of cross-functional initiatives
• Strong MS and Google Suite Skills
• Strong ability to pivot strategic priorities and refocus teams based on organizational need
• Data analytic expertise with BI tooling experience (Looker & PowerBI)
• Strong drive to document work, share knowledge, and collaborate in a team.
• Ability to diagnose and resolve issues
• Root cause analysis skills
• Excellent oral, written, and interpersonal skills
• Strong project management skills
• Adept at change management
• Proven leadership skills with the ability to lead under pressure
• 2 years’ experience managing budgets and resources. This includes capacity management, and priority-based scheduling.

Preferred Qualifications:

• Bachelor’s degree
• Proven capabilities in a technical role
• Experience with project and capacity planning

Benefits:

PriceSpider encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. PriceSpider is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions:

• Flexible work-from-home arrangements
• 401K Match
• Flexible vacation
• Medical/Dental/Vision
• 16 weeks of paid parental leave (US)
• Technical stipend
• Professional development programs
• Wellness programs

PriceSpider is an equal opportunity employer that is committed to inclusion and diversity.