Senior Leader overseeing Platform Operations at Wells Fargo, managing critical operational services and driving transformation. Responsible for enhancing service quality and efficiency across multiple functions.
About the role
- User Operations Manager leading a high-performing support team in delivering exceptional customer experiences. Overseeing operations, driving efficiency, and fostering a culture of improvement.
Responsibilities
- Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement.
- Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals.
- Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs.
- Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning.
- Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements.
- Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement.
- Implement and refine standard operating procedures to support global consistency and high-volume operations.
- Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.
Requirements
- 4+ years of experience in customer support or user operations
- 2+ years managing teams in a fast-paced, high-volume environment
- Proven ability to drive accountability and performance through clear goals, metrics, and coaching
- Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity
- Demonstrated experience scaling support operations and improving processes for efficiency and quality
- Strong analytical mindset with experience interpreting data to make informed operational decisions
- Excellent communication and collaboration skills across Product, Engineering, and Customer Success
- Deep familiarity with Freshdesk, or similar support platforms
- Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Manager overseeing laboratory operations and improving service models at Boston Medical Center. Ensuring regulatory compliance and managing personnel in clinical laboratory settings.
Data Operations Associate responsible for tracking and managing global finance transactions for Green Street. Ensures data accuracy and performs analysis, reporting, and management duties.
Insurance Educator providing education and guidance about health insurance to DaVita patients. Involves direct interaction with patients and clinical teams in a hybrid work environment.
Healthcare Operations Manager at DaVita overseeing outpatient clinic operations and improving patient care. Managing financial performance and leading a clinical team for optimal results.
Process Operations Technician Apprentice at BASF making an impact on sustainability through crop protection products. Hands - on role involving loading/unloading and monitoring processes while pursuing academic qualifications.
Transformation Operations Manager at Grant Thornton helping organizations implement supply chain strategies. Lead major transformation initiatives with expert consulting guidance and client collaboration.
Leading global HR team supporting Total Rewards operations, focusing on data management and well - being services. Collaborating with the HR department and external vendors on complex issues.
Associate Director managing workforce operations and recruiting at Tarter Krinsky & Drogin LLP. Ensuring effective deployment and management of legal support workforce.
Branch Operations Supervisor at Columbia Falls, aiding in operational duties and supervising the branch staff to enhance service delivery.