Global Operations Solutions Expert

hace 3 semanas


Ciudad de México, Ciudad de México Trax A tiempo completo
Operations Service Manager

About the Role

We are seeking a talented Operations Services Manager to join our dedicated team of technology professionals. The OSM will be responsible for ensuring excellent ongoing service operations for an already-deployed Trax solution and customer, through excellent ongoing delivery (within agreed upon SLAs) and proactive issue management and resolution.

Key Responsibilities

  • Single point of operational delivery for Trax in a "live," deployed state (solution has already been rolled out)
  • Accountable to customer's priorities, as defined by the Deployment Project Manager, while ensuring Trax delivery services occur within agreed upon SLAs.
  • Focal point for coordination across various Trax delivery services (e.g. recognition team, collection team, professional services team, customer support team, etc)
  • Takes ownership of customer's operational needs and stewards them throughout organization as required.
  • Maintains continuity in live project operations.

Day-to-Day Responsibilities

  • Monitor:
    • Effectively leverage performance management framework to track operational metrics, drive root cause analysis, and drive continuous improvement efforts for customer projects.
    • Escalate any performance anomalies or degradation to Trax Operations leadership to ensure unified, consistent, clear messaging back to customer.
    • Provide a focus for SLA management across the customer base. Ensure systems and structure for tracking and reporting SLAs and client satisfaction are in place and effectively used.
    • Ensure and monitor processes are in place to pro-actively protect consistent service quality through management of change control and acceptance into service delivery.
    • Track all ongoing issues via Jira and/or Service Now ticketing platforms.
  • Coordinate:
    • Develop strong relationships and rapport with project management team - serving as primary operational contact for Project Managers and sometimes for Account Managers (depending on Customer)
    • Manage and coordinate all components of ongoing operations
    • Provide problem management support to difficult, high profile customer issues and ensure a corrective action plan is followed for full resolution
    • Oversee the integration of all service delivery and constantly improve the quality and inter-working of delivery service for clients
    • Lead operational service reviews

Estimated Salary Range:$120,000 - $180,000 per year based on experience and qualifications.

What We Offer

At Trax, we offer a competitive salary range, comprehensive benefits package, and opportunities for growth and development in a dynamic and innovative environment.



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