Manager, Product Operations
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Overview
Rise Interactive (http://www.riseinteractive.com), a rapidly growing full service interactive advertising agency, is looking to hire a Manager, Product Operations. We are looking for a detail-oriented, highly motivated and tenacious individual who is excited about getting involved in an entrepreneurial company with an expanding Fortune 500 client base.
Summary and ScopeWe’re looking for a highly organized and energized go-getter who wants to build a team that will delight our clients. The Manager, Product Operations leads of a growing team of technically-minded business experts on one or more of our client-facing products. You and your team are primarily accountable for providing first-touch support to resolve client’s issues and questions through multiple channels, for onboarding and training new clients, and for serving as a resource on projects and initiatives to continuously improve the product and end-to-end customer experience.
When you and your team are not helping our clients or other Rise teams, you are helping the rest of the Innovation team with core projects, or tapping into your endless quest for knowledge by researching new technologies and management approaches that will benefit the entire company. Evolve product operations delivery and strategy, in coordination with Senior Director, Enterprise Enablement, product management and account management, to improve customer usage, engagement, and satisfaction. Measure, report and communicate team performance versus internal and external service levels. Perform other duties as required or assigned which are reasonably within the scope of the duties enumerated above. This list of essential responsibilities and functions is not exhaustive. Rise Interactive reserves the right to supplement this list, particularly if the scope of duties in this position changes.
Why RiseWhen you and your team are not helping our clients or other Rise teams, you are helping the rest of the Innovation team with core projects, or tapping into your endless quest for knowledge by researching new technologies and management approaches that will benefit the entire company. Evolve product operations delivery and strategy, in coordination with Senior Director, Enterprise Enablement, product management and account management, to improve customer usage, engagement, and satisfaction. Measure, report and communicate team performance versus internal and external service levels. Perform other duties as required or assigned which are reasonably within the scope of the duties enumerated above. This list of essential responsibilities and functions is not exhaustive. Rise Interactive reserves the right to supplement this list, particularly if the scope of duties in this position changes.
- Fast growing company with an expanding list of Fortune 500 clients
- Competitive Salary and Benefits Package
- Casual Work Environment
- Great Opportunities for Growth
- Equal Opportunity Employer
- Hire, coach, train, and mentor product operations team members by sharing product knowledge and experience and by providing timely performance feedback.
- Create an environment that makes teammates feel valued, enjoy their jobs and are engaged.
- Develop, teach, and direct teammates through the implementation of goals, objectives, policies, and standards.
- Collaborate with product managers, scrum masters, project managers, engineers, testers, designers, and analysts throughout the product lifecycle.
- Hold team accountable by setting clear and appropriate expectations and through performance measurement and management techniques.
- Support team, and participate when needed, in resolution of inbound questions and issues from clients directly or through our account management team using top-notch problem solving, troubleshooting, and root cause analysis techniques.
- Support team, and participate when needed, in onboarding new clients and ensuring that new clients are onboarded successfully and setup for long-term engagement.
- Develop product training materials and knowledge articles, in collaboration with the product management and account management teams, through a variety of media.
- Train clients on how best to leverage the products for their business. You have to be able to speak with the least technically-minded client and makes technology make sense to them.
- 3-5 years of direct customer service experience in the software, advertising or media industries
- 3-5 years hiring, coaching, leading and managing customer service teams
- Has a keen interest in technology
- Advanced verbal and written communication skills.
- Ability to productively work independently and as part of a project group.
- Demonstrates strong organizational and analytical skills.
- Ability to clearly and thoroughly document processes and procedures.
- Ability to correctly identify problems and recommend and implement solutions.
- Bring a positive and professional attitude, even during hectic periods.
- Ability to effectively support clients remotely through a variety of technologies, e.g. WebEx, email, chat and phone.
- Ability to work positively with all internal teams, clients and vendors.
- Ability to effectively plan and re-prioritize tasks and needs throughout the day, week, and month.
- Excels in a metrics driven environment.
- Shows an innate passion for customer engagement and retention.
- Be flexible and adaptable. We're growing and we need to continue to change to help the company grow.
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