Director, Operations - Transportation
New
J
JobgetherTransportation Technology
Remote work flexibility within the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least 5 years of experience working in software, application, technical, or customer support environments; at least 2 years of experience leading support teams or managing support operations.
- Required Skills
- Operations ManagementCustomer support
Requirements
- Bachelor’s degree in Business, IT, CS, MIS, or equivalent professional experience.
- At least 5 years of experience in software, application, technical, or customer support environments.
- At least 2 years of experience leading support teams or managing support operations.
- Demonstrated experience managing incident escalation processes and customer-facing communications.
- Experience working with ticketing systems and service management platforms.
- Strong understanding of SLA-driven support operations and service delivery practices.
- Strong analytical and problem-solving skills for identifying operational trends.
- Excellent written, verbal, and interpersonal communication skills.
- Proven ability to manage multiple priorities, deadlines, and escalations in a fast-paced environment.
- Strong leadership, team development, accountability, and conflict-resolution skills.
Responsibilities
- Lead, mentor, and manage support analysts and other support personnel.
- Establish and enforce support processes, procedures, and service standards.
- Monitor support ticket queues to ensure timely assignment, escalation, and resolution.
- Analyze support incidents, SLA compliance, and ticket aging to identify risks and improvements.
- Serve as the primary escalation point for complex incidents.
- Facilitate communication between customers, product management, engineering, and leadership.
- Develop support documentation, knowledge base content, and troubleshooting guides.
- Coordinate root cause analysis for significant incidents.
- Identify recurring issues and collaborate with engineering teams for long-term solutions.
- Provide leadership with reporting on support performance, trends, and operational risks.
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