Call Center Operations Manager

Job Description: Top skills:

-Process Improvement

-Business Analysis

-Usability Testing

Schedule: Fully onsite

KEY RESPONSIBILITES/REQUIREMENTS:

Position Summary

We are seeking an experienced Operations Manager to oversee and optimize the operational processes for the MX Care+ team. This role will focus on ensuring seamless system integration, efficient set-up operations, and cross-functional collaboration to enhance customer experience and operational efficiency.

Roles & Responsibility

• Develop and implement operational strategies to streamline system integration and set-up processes for MX Care+.

• Collaborate with cross-functional teams to ensure timely and efficient deployment of systems and solutions. Acts as liaison between IT/dev teams and Care+ business, responsible for requirements gathering, system analysis & process improvement, project facilitation and testing, and documentation.

• Tactical task execution and ownership of SEA Care+ system set-up, including SKU creation and product mapping across multiple channels

• Monitor and analyze operational performance metrics to identify areas for improvement and implement corrective actions.

• Ensure compliance with organizational policies and industry regulations in all operational activities.

• Supports internal and external partners based in Korea and India and requires ability to work outside of US business hours approximately 10%-15% of the time.

Minimum Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.

• Minimum of 5 years of experience in operations management with a focus on system integration and set-up.

• Strong understanding of operational processes and project management methodologies.

• Proven ability to lead and manage cross-functional teams.

• Excellent communication, problem-solving and analytical skills.

Preferred Qualifications

• Fluent in English and Korean

• Experience in the device protection, technology or consumer electronics industry.

• Familiarity with MX Care+ operations and systems.