Operations Manager

The Operations Manager reports directly to the VP of Operations and works closely with Product, Training and Service Team Leads to assist in hiring and onboarding service employees by creating ongoing training and development plans and making sure the teams are able to support and implement new Emarsys products before being released to the market.,

• The role involves building and rolling out processes and tools that will serve to create a center of excellence aimed at enhancing the performance of the global support and service teams.
• Identify process improvements, automate where possible and integrate workflows within current process. Assist with global roll out of process adoption, monitoring and management.
• Make use of available service and satisfaction metrics to actively lead and participate in projects targeted at improving the effectiveness of the service teams.
• Assist in identifying and rolling out KPIs to track and improve global performance of Customer Support teams.
• Work with the Support and Professional Services department heads to produce and rollout a plan for onboarding new service employees.
• Work with the training and product teams to produce and rollout a plan for ongoing training to support development of the service teams and making sure they are fully ready to support and implement new products as part of Emarsys Go-To-Market strategy.
• Producing reports in Excel for planning and performance management purposes
• Update and maintain the Support Information Centre to include up-to-date information around processes and guidelines to help Emarsys support team scale and operate efficiently.
  
  2-3 years of experience working in an operational role within the Software industry. Previous experience in the fields of technical support and service delivery is an advantage.
• High aptitude for technology with previous knowledge and understanding of Excel, project management and communication tools.
• Strong analytic skills with high accuracy and attention to detail required.
• Excellent communications skills to enable cross cultural communications
• Previous use of Marketing automation tools, Project Management tools and helpdesk portals is an advantage.
• A fast-thinking, high-energy individual with a sense of humor and ability to work with a wide range of personalities will thrive in this role
• Virtual team builder that reaches out across the organization to build rapport and ensure execution.
• Excellent English language skills
  
  Emarsys is a fast growing global technology company who values innovation. Born in 2000, we provide a cloud-based software as a service (SaaS) to over 2,000 leading marketing organizations in over 140 countries focused on scaling truly personalized customer interactions regardless of channel (email, web, mobile, social).
Emarsys continues to be the partner of choice for marketers because our 600+ team members in 15 offices are focused on engineering innovation into our platform, solving marketing challenges for our customers as a true partner, and helping one another succeed. If you are looking for a rewarding opportunity with a company that values professionalism, has a global footprint, is fast paced, and fun, we challenge you to invest your most important asset - your time - with us.


• A job with a dynamic and experienced team of professionals.
• A great working environment, with opportunities to work with and learn from some seriously talented individuals.
• Emarsys Academy - we empower Emarsys employees to inspire excellence by developing their knowledge and skills.
• A company with an international outlook and a good market positioning.
• Be part of the engine that is behind a very fast growing business.
• Competitive remuneration.
• An office located close to Euston station, with a vibrant Fun Zone and fridges full of drinks.