Operations Manager

**Sonata Software Overview**

Sonata is a global technology company specializing in platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Sonata’s Platformation methodology brings together industry expertise, platform technology excellence, design innovation and strategic engagement models to deliver sustained value to customers. A trusted partner of world leaders in the retail, manufacturing, distribution, travel, services and software industries, Sonata’s software portfolio includes the Brick & Click Retail Platform©, Modern Distribution Platform©, Rezopia Digital Travel Platform©, Kartopia E-commerce Platform©, Halosys enterprise development automation Platform©, CTRM Commodity Trading and Risk Management Platform© and KODO - AI Powered Customer Experience (CX) Platform. Sonata’s Platformation approach ensures services built on Microsoft Dynamics 365, Microsoft Azure, AWS, Cloud Engineering and Managed Services deliver on the Platformation promise. As world leaders in digital technologies including IoT, Artificial Intelligence, Machine Learning, Robotic Process Automation, Chatbots, Block Chain and Cyber Security, Sonata’s people and systems are nurtured to deliver on our commitment to excellence in business technology solutions.

**Role**:Operations Manager**

**Location: Remote within Mexico**

**Type of Hire: Full Time**

**This opportunity is not available for visa sponsorship.**

**Overview**

The Operations Manager role will manage Support Engineers and Tech Advisors as well as work closely with the MSFT technical team to ensure smooth run of operations to meet key business objectives.

**RESPONSIBILITIES SUMMARY: experienced**
- Manage teams of Individual contributors to achieve annual performance commitments at the program operational level
- Ensure that the teams maintain the appropriate level of technical depth for current and future Microsoft product and support plans
- Make key decisions about attracting, hiring, developing, and retaining talented Support Engineers
- Manage the budget in areas of morale spending, telecom, and training at the team level.
- Should be able to connect the business strategy with team/technology performance results.
- On occasion, the focus of this role requires the handling of escalated customer issues which include direct customer communications / interaction. The overriding focus of this includes providing quality CPE in a cost efficient manner.

**Operations Management - 60%**
- Ensure the Operations ecosystem is capable of achieving strategic business objectives and meet offerings commitments to include staffing, process, systems and tools.
- Implements metrics to drive continuous improvements
- Maintain the business relationship and partnerships with key operational and offerings SMEs
- Understand existing tools, processes and cycles of tool deployment and ensure that the day to day operations of Support Engineers are technically prepared, reporting is available and processes are complete and have been properly communicated.
- Conducting periodic internal auditing to ensure that the highest level of operational standards is held, and to establish run processes where needed
- Communicate Operational run health to the business stakeholders via meetings and reporting

**People Management - 30%**
- Build high performance teams that consistently align with core delivery priorities
- Coach and develop direct reports, conduct regular connect meetings and hold annual performance reviews with direct reports. Lead the transformation acting as a change agent and being a role model
- Attract, retain and develop the right individuals
- Establish a diverse & inclusive team culture
- Lead the team by giving the required technical and functional knowledge
- Demonstrate Customer Focus, active listening and consultative approach

**Self-Development/ Team Building - 10%**
- Acts as a role model and encourages continuous personnel and organizational improvement.
- Hold regular 1:1 meeting with directs to help chart development plans to improve performance
- Mentorship to other peer Operations Managers and Team leads. Share good experience and knowledge that is relevant to others

ReqUIRED SKILLS
- 8+ years of experience in program leadership of customer, partner or client satisfaction measurements and improvements
- 2+ years of experience tracking, understanding, and driving improvements based on customer, partner or client feedback
- 3+ years of demonstrated ability to build/lead a team (i.e., technical support, service delivery, and/or customer-oriented environment), ability to hire, develop and retain top talent and set goals and expectation
- Ability to lead global and diverse virtual teams to deliver results, Strong People Management ability supporting Microsoft values
- Ability to encourage teamwork and collaboration through effectively managing change
- Problem solving and escalation management, Proven executive