Associate Operations Manager

Scope of the Role: 

• Direct Reports: This is a management role with direct reports. 

As a Syniverse leader we expect you to amplify the careers of team members through coaching and development opportunities. By doing so you demonstrate that: 

• You appreciate – the work, your team, and the customers you serve.  

• You accelerate – skill growth, build networks and expand possibilities.   

• You accept – by making space for all ideas and inviting diversity of thought. 

• You acknowledge – and lead with empathy, vulnerability, and honesty. 

Key Responsibilities: 

• Manage operational staff to ensure departmental objectives are obtained and resolution to all issues and concerns are resolved efficently and effectively. 

• Manage the department workload and priorities and ensure adequate staffing coverage for each specialization area. 

• Serve as an escalation point for reported outages or customer initiated escalations. Coordinate escalation internally with designated product support managers and notify senior management as needed. 

• Provide guidance to operations personnel with the handling of customer problems, issues, questions, and concerns that are of a more challenging nature, meeting or exceeding customer expectation. 

• Develop and distribute daily, weekly and monthly reporting of KPI metrics for global and regional performance. 

• Generate both internally and externally requested reports, files, output to support problem resolution, billing issues, and new revenue generation. 

• Developing strategies to improve department metrics and performance. 

• Ensure employees have the necessary tools, training and soft skill development to be successful. 

• Coordinate and develop support plans for existing and new products and services with the various internal departments 

• Control budgetary spending within department budget guidelines and manage accurate project time reporting. 

Experience, Education and Certification: 

• High School diploma or GED; preferred Bachelors degree or equivalent work experience 

• 5+ Years of supervisory or leadership experience 

• Working knowledge of Project Management 

• Experience with MSOffice products, proficient user of MS Excel and Powerpoint 

Additional Requirements: 

• Strong interpersonal, communication, coaching and leadership skills 

• Demonstrate problem-solving ability. 

• Ability to handle confidential and sensitive matters with discretion. 

• General accounting process application and finance terminology 

• Ability to handle multiple tasks simultaneously.