Technology Operations Manager for Wells Fargo overseeing IT services and team operations. Responsible for process improvement and managing operational outcomes.
About the role
- Customer Operations, Platform Administrator enhancing AI capabilities and operational efficiency in hotel technology. Managing the Intercom platform and supporting customer success teams in Pune.
Responsibilities
- Drive operational excellence, efficiency and enable AI capability for our Customer Teams (Support, Onboarding and Customer Success)
- Comprehensive platform administration
- Intercom Workflow and Fin Task development, continuous improvement and troubleshooting
- Managing system configurations and building custom Fin AI workflows
- Ensuring regular communication on open bugs/feature requests back to stakeholders
- Collaborating with our vendor to design business requirements within platform features and limitations
- Overseeing user permissions, access controls, team configurations, and onboarding/offboarding processes
- Continuously assessing platform usage and identifying opportunities for workflow improvements, automation enhancements, and operational efficiencies
- Creating and maintaining system documentation, standard operating procedures, and providing training support for platform users
Requirements
- Extensive hands-on experience in technology-focused Customer Operations role with deep understanding of both operational and technical best practices
- Demonstrable hands-on experience with customer service platforms (Ideally Intercom but equally Zendesk, Freshdesk, or similar would suffice)
- Demonstrable ability managing multiple parallel workstreams
- Self-motivated problem-solver with a proactive approach to building operational excellence
- Proven stakeholder management and cross-functional collaboration abilities
- Preferred Skills: Working knowledge of Salesforce CRM or similar enterprise platforms. Experience with AI-powered customer service tools and automation platforms. Familiarity with customer success and support metrics and KPIs (preferred)
Benefits
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Flexibility to work in a Hybrid model (2-3 days in-office)
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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