Senior Manager, Technical Enterprise Resolution (Remote)

Posted about 2 months agoViewed

💎 Seniority level: Senior, 7+ years of professional experience, 3+ years of people-oriented leadership experience

📍 Location: AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C.

💸 Salary: 130000 - 160000 USD per year

🔍 Industry: Education and workforce development

🏢 Company: Guild👥 1001-5000💰 $264,674,905 Series F over 2 years ago🫂 Last layoff 8 months agoEducation EdTech Career Planning

⏳ Experience: 7+ years of professional experience, 3+ years of people-oriented leadership experience

🪄 Skills: LeadershipCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationProblem SolvingMentoringAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communication

Requirements:

7+ years of professional experience as a systems thinker and engaged problem solver.
3+ years of experience as a people-oriented leader fostering a transparent environment.
Experience managing high-impact issues and communicating effectively across all levels.
Strong belief in measuring what matters with experience in developing operational metrics.

Responsibilities:

Oversee investigations for Tier 2 incidents and support tickets, defining day-to-day processes and providing team-specific support as needed.
Monitor team performance metrics and adherence to SLAs to ensure delivery against business objectives.
Synthesize incident and ticket trends for cross-functional partners to drive improvements.
Understand Guild's business processes to identify risks and streamline resolutions.
Develop system and data knowledge to guide technical problem analysis.
Promote a culture of problem-solving and collaboration within the team.
Build effective relationships with cross-functional peers for goal alignment and process improvements.
Onboard and train new team members as needed.
Evolve and refine incident and ticketing policies and documentation strategies.

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