Queue Operations Manager

at  Strava

YOU’RE EXCITED ABOUT THIS OPPORTUNITY BECAUSE YOU WILL:

• Be accountable for maintaining overall queue health. This includes consistently meeting SLAs and working to understand and solve for when they’re not.
• Track and analyze CSAT for trends and areas of improvement
• Serve as the POC for decision-making on daily volume strategies and tickets that require “Follow the Sun” escalation.
• Lead a team of 2–6 technical support specialists.
• Own workload distribution for the entire Support team, ensuring there is adequate daily, weekly and monthly coverage for all queues. This includes handling PTO requests, sick leave, holiday staffing, and any other event that will impact core operations and coverage during planned off times.
• Devise strategies and investigate agent tooling and apps that help to optimize core work operations and unlock resources for non-core work activities such as projects, meetings, etc.
• Create workflows and find opportunities for improved efficiency using backed business rules such as triggers, automations, and views.
• Report on performance over time and highlights trends, themes and weaknesses to be aware of and works with the right team members (managers) to address them.
• Forecast future volumes using a combination of existing data and estimates based on factors such as product releases, seasonality and market trends.
• Identify innovative ways to organize core operations to increase efficiency, ensure adequate SME coverage, and improve business metrics and performance.
• React to high-priority escalations and issues as the first touch-point, ensuring an adequate handover process to the right points of contact.
• Actively participate in the QA process to guarantee we allocate resources effectively (e.g. Specialists are assigned to work on sensitive core ops).

Strava is the leading digital community for active people with more than 120 million athletes, in more than 190 countries. The platform offers a holistic view of your active lifestyle, no matter where you live, which sport you love and/or what device you use. Everyone belongs on Strava when they are pursuing an active life.
The Queue Operations Manager will be responsible for building out and leading our support team in Dublin, Ireland. Reporting into the Scalable Support function, this role will maintain a bird’s eye view of our queue at all times, ensuring tickets are routed accurately, meeting our SLAs, and are responded to with outstanding and effective customer service.
This is a hybrid role based in our Dublin office.