Lad Gdc Ops Manager

NetSuite GBU is seeking a highly motivated, results-oriented leader to join the NetSuite GBU Customer Success CS Global Operations Team as the LAD GDC Ops Manager. The resource will have primary responsibility as the manager of the ACS Resource Management team, with additional responsibility for oversight of CS Operations in LAD including, but not limited to contracts management, systems management, and business operations. The ACS RMO team is chartered with supporting resource allocation needs for Advanced Customer Success job portfolios, reviewing key metrics that have an impact on staffing, providing reporting to leadership, maintaining the resource skills matrix, and staffing matrices/key reports utilized for staffing portfolios. This leader will also have oversight of activities under the CS Global Operations umbrella that are being handled by resources in the LAD region. This will require interaction with leaders at all levels in the organization and necessitate coordination cross-functionally to ensure success of the team activities.

**Job Requirements & Duties:
- Leads a specialized team with diverse functional responsibilities and tasks
- Drives development and consistency in business practices and processes
- Helps develop/document or support initiatives/processes that improve operational efficiency & consistency
- Drives & enforces policies and procedures that monitor and support the organization's operational and financial business objectives
- Supports the organizational goal/strategy to ensure ACS resources are allocated and optimized to achieve performance/financial targets
- Drives development of KPIs with relevant stakeholders to measure success & identify areas of opportunity within the ACS staffing processes
- Provides analysis and advice to management in the areas of ACS staffing allocation and optimization strategies
- Manages & mitigates risk and issues, escalating to the appropriate leadership stakeholder when necessary
- Provides coaching and mentoring to assist in resources’ career development
- Organizes team roles and evaluates employee performance
- Assists with new employee onboarding and training
- Acts as site leader for the LAD Customer Success team
- Liaises with and supports collaboration between the Customer Success Resource Management Office, Customer Success Business Partners, Process Efficiency Team, Customer Success Business Operations and Business/Consulting Operations to ensure all goals and objectives are met
- Builds proactive, positive relationships with peers, managers, Executive leaders and Customer Success teams, including ACS Delivery and Operations teams

**Education & Experience:
- Undergraduate degree or equivalent experience preferred
- 5-8 years of Resource Allocation or Operations experience
- 5+ years of direct staff management experience.
- Knowledge of NetSuite an asset
- Proven leadership and motivational skills
- Excellent collaboration, communication (written and verbal) and interpersonal skills
- Must be detail oriented and highly organized with sound decision-making skills