Regional Operations Manager
hace 3 semanas
Job Summary
We are seeking a highly motivated and experienced Regional Operations Lead to oversee and manage the operations of our ATLAS Customer Care team for the North America (NA) and Latin America (LA) regions.
Key Responsibilities
Oversee day-to-day operations, managing staff, workload distribution, and performance for the NA & LA regions.
Ensure smooth customer onboarding processes, identifying and addressing roadblocks.
Lead and mentor the ATLAS Customer Care team, fostering a culture of collaboration and continuous improvement.
Execute and align the GATING process with all stakeholders, including Sales and CAA teams.
Provide training and coaching to internal employees and partner resources.
Ensure adherence to operational processes and standards.
Collaborate with internal and external stakeholders to develop and maintain SLAs, KPIs, and operational agreements.
Monitor and ensure timely dispatch and resolution of incidents in line with established SLAs.
Drive the adoption of ITSM processes and tools, ensuring compliance with SAP standards.
Regularly assess and optimize operational efficiency and customer satisfaction.
Requirements
Bachelor's degree in IT or a related field.
7-10 years of experience in IT customer support, preferably in an SAP environment.
Knowledge and experience in customer onboarding are mandatory.
Proven experience in ITIL/ITSM practices, with at least 3 years of project management and escalation management experience.
Strong leadership skills with the ability to manage and motivate multicultural teams in high-pressure environments.
Excellent communication skills, including experience in working with senior management.
Ability to quickly analyze complex situations and propose effective solutions.
Adaptability to changing environments and the ability to learn quickly.
About SAP
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities.
If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team.
Successful candidates might be required to undergo a background verification with an external vendor.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy.
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