Technical Operations Manager for Enterprise Customer Support
Company Description
GoHealth has an ambitious mission: to improve the health care system in America. Achieving this mission relies on hiring and developing great people, which is why our team is our top priority. We encourage employees to do their best work through innovation and risk taking. Our environment is fun yet constructive, thanks to leaders whose doors are always open. And most importantly, we’ll never stop investing in you and your career.
Job Description
The Technical Operations Manager is responsible for leading a group of highly skilled technical support engineers in Chicago, and reports to the SRE Manager. Your top priority will be to interpret data, coach, mentor and lead team members with the ultimate goal of driving improvements in the GoHealth products and service-level agreement through collaborations with GoHealth product engineering teams in resolving customer and partner issues.
Responsibilities
- Living the GoHealth Culture and ensuring it is represented within the team.
- Analyzing and relating a variety of data sources to develop and manage KPIs relevant to your team’s operation.
- Driving efficiency through a repeatable workflow while avoiding unnecessary process.
- Leading a team of technical systems analysts in resolving enterprise customer issues, and in administering internal technical assets.
- Creating consistency in the team's execution by setting clear direction and expectations.
- Continuously improving the team's performance through collaboration with the product engineering teams and the SRE team, management of the GoHealth product knowledge base, and elimination of process bottlenecks.
Qualifications
- B.S. in Computer Engineering, Computer Science, MIS, or related field
- Experienced manager and leader of technical customer support and/or systems administrators with proven success in the role.
- Innovator who has a proven track record of implementing fresh ideas in solving new and existing problems.
- Can effectively communicate complex issues to both technical and non-technical individuals.
- Proven mentorship skills, with demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individual’s and team’s performance.
- Strong technical and analytical skills with background in troubleshooting, software applications, Linux, SQL, shell scripting, and networking. You are expected to remain technical while leading the team.
- Experienced in acquiring, analyzing and interpreting complex data as it relates to software application behavior, customer experience and service-level agreement. Expect to write SQL statements, parse through log files using Unix tools and Splunk, automate repeated tasks, provision users and resources, and interact with customers on technical issues.
- Exceptional written and oral presentation skills.
Additional Information
- Open vacation policy
- 401k match program
- Medical, life, dental, and vision benefits
- Flexible spending accounts
- Subsidized gym memberships
- Commuter and transit benefits
- Professional growth opportunities
- Casual dress code
- Generous employee referral bonuses
- Happy hours, ping-pong tournaments, and more company-sponsored events
- GoHealth is an Equal Opportunity Employer