Sr. Manager, Support Operations
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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Infor is seeking an experienced Senior Manager, Support Operations to lead their assigned team of support analysts and optimize our support operations. The role is responsible for effectively guiding team members and ensuring they have the required technical and product knowledge to address customer issues. You will contribute to shaping the organizational culture, fostering collaboration within the team and cross-functionally with key stakeholders, while proactively identifying and addressing obstacles to enhance both team performance and customer experience.
A Typical Day in the Life Includes:
- Lead, motivate, and coach a team of support analysts
- Foster a positive and collaborative team environment, encouraging high engagement and motivation, celebrating achievements, recognizing contributions, and creating opportunities for team members to feel valued and connected to the broader goals
- Maintain and evolve a solid understanding of the technical and product contexts to effectively guide and support the team
- Collaborate across the Support function and with product development, Cloud Operations and other key counterparts to proactively identify problems, assess systemic issues and clear obstacles, ensuring that the support team is equipped to address customer issues effectively
- Monitor customer feedback and drive areas for improvement in the customer experience
- Generate regular reports on support operations performance and key metrics
- Analyze data to identify trends and opportunities for improvement, taking a proactive approach to identifying issues
- Develop and manage the support operations plan for assigned team
Basic Qualifications:
- Experience in customer support or operations management
- Knowledge of ERP and Cloud technology (AWS)
- Relevant technical or domain experience in areas such as HR Talent, U.S. HR Payroll, Finance, Supply Chain, Technical Support, or related fields
- Experience with data analysis, reporting, and AI tools
- Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future
Preferred Qualifications:
- Experience in a high-growth, fast-paced, global environment
- Knowledge of industry best practices in customer support operations
- Experience with project management methodologies
