Operations Manager

at  Syniverse

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We’re Looking For
The Operations Manager is responsible for the daily operation, support and overall management of the operations support staff, customers and local personnel. This role will focus on department objectives and utilize resources effectively to meet deadlines and goals.
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Some of What You’ll Do

Scope of the Role:

• Direct Reports: This is a management role with direct reports.

As a Syniverse leader we expect you to amplify the careers of team members through coaching and development opportunities. By doing so you demonstrate that:

• You appreciate – the work, your team, and the customers you serve.
• You accelerate – skill growth, build networks and expand possibilities.
• You accept – by making space for all ideas and inviting diversity of thought.
• You acknowledge – and lead with empathy, vulnerability, and honesty.

Key Responsibilities:

• Manage ongoing performance and maintain a superior level of quality service and support in the delivery of products and services, which result in continued customer satisfaction.
• Address issues that are diverse in scope where analysis of the situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Utilize processes and operational policies in selecting methods and techniques for obtaining solutions and act as an advisor to subordinate(s) to meet schedules and/or resolve technical problems.
• Establish and ensure adherence to budgets, schedules, work plans and performance requirements.
• Manage and validate the development and tracking of project plans including deliverables, milestones, resources, work estimates, schedule and dependencies integrating departmental sub-project plans into a master project plan.
• Responsible for the successful execution and control of the project from initiation through delivery, organizing cross-functional activities to ensure completion of the project on time and within budget.
• Consult with peers in Technology, HR, Finance and Marketing to ensure strategic and financial objectives are achieved while meeting customer needs and expectations.
• Provide technical expertise necessary for life cycle support and the development of system enhancements to meet customer requirements, provide process efficiencies and reduce operating costs.
• Responsible for Vendor Management activities such as: Developing and submitting SOW as required, acting as a focal point for vendor related issues.

Experience, Education and Certification:

• Bachelor degree in computer science, electronics or telecommunication or equivalent work experience.
• 10+ years of relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, or software development.

Additional Requirements:

• Strong leadership, interpersonal, team building, facilitation, conflict management, influence management, and negotiation skills are required to effectively lead the project team to meet project goals.
• Strong working knowledge of standard project management discipline philosophy and the ability to apply this philosophy within Syniverse organizational framework is required.
• Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients.

• Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.

• Why You Should Join Us
  Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
  At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
  Know someone at Syniverse?
  Be sure to have them submit you as a referral prior to applying for this position

Scope of the Role:

• Direct Reports: This is a management role with direct reports

Key Responsibilities:

• Manage ongoing performance and maintain a superior level of quality service and support in the delivery of products and services, which result in continued customer satisfaction.
• Address issues that are diverse in scope where analysis of the situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Utilize processes and operational policies in selecting methods and techniques for obtaining solutions and act as an advisor to subordinate(s) to meet schedules and/or resolve technical problems.
• Establish and ensure adherence to budgets, schedules, work plans and performance requirements.
• Manage and validate the development and tracking of project plans including deliverables, milestones, resources, work estimates, schedule and dependencies integrating departmental sub-project plans into a master project plan.
• Responsible for the successful execution and control of the project from initiation through delivery, organizing cross-functional activities to ensure completion of the project on time and within budget.
• Consult with peers in Technology, HR, Finance and Marketing to ensure strategic and financial objectives are achieved while meeting customer needs and expectations.
• Provide technical expertise necessary for life cycle support and the development of system enhancements to meet customer requirements, provide process efficiencies and reduce operating costs.
• Responsible for Vendor Management activities such as: Developing and submitting SOW as required, acting as a focal point for vendor related issues