Manager, Operations

Atlanta, GA, United States Posted 5 days ago

Ideal candidates will be strong communicators and multi-taskers who are adaptable, resilient and eager to attack unfamiliar problems with curiosity and a bias for action.

Responsibilities:
  • Support hiring, onboarding, and training of Operations Associates.
  • Motivate and lead a team to deliver against metrics required to serve Convoy customers.
  • Manage performance and personal development of individual Operations Leads and Associates.
  • Work cross-functionally to develop SOPs, train, and keep Operations Associates up to speed on process and product changes
  • Identify and advocate for additional resources needed for your team to succeed (training, SOPs, product work, etc.)
  • Partner with HQ teams on the execution of strategic initiatives to address critical business issues or opportunities
  • Work with our product and engineering team to make improvements that increase efficiency and help us serve customers
  • Develop a team schedule and manage timekeeping to ensure SLAs are met with high-quality service.
Minimum Qualifications:
  • Bachelor's degree
  • Minimum 3 years of experience working in a fast-paced customer support environment
  • Empathetic leader; Demonstrated ability to manage individuals and teams effectively
  • Exceptional written and verbal communication skills
  • Data driven with a knack for process improvement.
  • Scrappy; willing to dive in and do what’s needed, regardless of whether it’s in the job description
  • Excellent problem-solving skills with ability to simultaneously manage multiple initiatives
  • Self motivated; Able to work independently and think creatively to deliver results
Preferred Skills and Experience:
  • Technical skills in SQL, Excel, and/or data visualization
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