Support Operations Manager

The Support Operations Manager will optimize the customer experience by assisting with operational and strategic initiatives across the Customer Advocacy Support Group. This role entails leading online and e-support operations and initiatives, whether onshore or offshore, to deliver support aligned with department goals, priorities, and surpassing department KPIs.

Additionally, the Support Operations Manager will develop service, process, and content improvements for end-users, service providers, and technical assistance centers. Furthermore, the position involves managing all support administrative functions, including HQ partner administration, invoicing, and associated systems.

To be successful in this role, candidates must be self-starting, disciplined, and passionate about achieving tangible results. The ideal candidate has experience in a strategy and operational role as a consultant or internal resource, excels at influencing without authority, and can juggle multiple assignments in a fast-paced, complex environment.

Duties may include but are not limited to:

• Acting as a strategic collaborator within the Customer Advocacy Leadership Team to aid in creating and maintaining functional roadmaps.
• Collaborating with stakeholders to supervise the successful execution of strategic initiatives within the Customer Advocacy group by:

- Taking ownership and actively leading a portion of these initiatives to their conclusion.
- Assisting in developing systems, processes, tools, and templates essential for the successful delivery of strategic initiatives.
- Maintaining a centralized overview of all activities to ensure comprehensive visibility and taking action to ensure clear prioritization, dependencies, and sequencing.
- Identifying potential business risks and their possible impact, and escalating these issues as needed.

• Working closely with management to ensure effective communication and facilitate change management.
• Partnering with cross-functional teams to ensure support readiness for any new product launches, including various levels of support teams, partner coordination, general administration, training, support tools, customer-facing Self-Help site, and ASP Knowledge Base.
• Creating support strategies for TCL’s various current and future product lines.
• Overseeing various CRM and Knowledge Base Platforms by acting as the primary lead for CRM system design, function, and ongoing improvements. Additionally, developing a continuous improvement process for all e-support systems to ensure maximum effectiveness and cost savings.
• Leading all contact center training programs and providing support and Train the Trainer programs for ASP contact centers.
• Overseeing the execution and ongoing maintenance of extended service plans.
• Leading call center quality assurance (QA) departments, ensuring the highest levels of CSAT and process adherence.
• Serving as an escalation point for critical customer escalations (internal & external).
• Providing executive summaries of key progress and partnering with cross-functional teams to identify areas of opportunity.

Qualification/Requirements:

• 5+ years' experience writing training and/or knowledge base content.
• Experience managing knowledge base systems.
• Bachelor’s degree or equivalent experience.
• Excellent English written and verbal skills.
• Ability to work in a fast-paced environment.
• Passion for customer service.
• Self-driven with the ability to work with little supervision.
• Extremely organized with a high level of attention to detail.
• Ability to travel internationally at least twice per year.