Sr. Manager, Customer Operations

About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

The Role:

Sr. Manager, Customer Operations, plays a key role in ensuring a successful product and service delivery to Glia’s customers. The ideal candidate will have a strong background in management consulting and a track record of delivering strategic insights and operational excellence in a fast-paced, cross-functional environment.

In this role, you will work closely with our Customer Success & Services leadership team to develop customer operations strategies and implement performance improvement initiatives while developing and leading an in-office team of Technical Support Engineers located in Vancouver, Canada.

The salary range is $90.000 - $185,000 CAD annually. Commensurate with experience and performance.

What you’ll do:

Customer Operations Strategy:

Work closely with the Global Director of Client Engineering and other post-Sales leaders to develop and execute customer support strategies aligned with company objectives.

Establish and monitor KPIs to measure team performance and customer satisfaction.

Considers and evangelizes the approaches other global customer teams should take to achieve their goals. Impact goes beyond team-oriented goals

Team Leadership and Development:

Recruit, train, and manage technical support engineers.

Provide mentorship, coaching, and performance feedback to team members.

Set clear goals and performance expectations for team members and foster a culture that supports Glia values.

Process Improvement:

Analyze support workflows and processes to identify areas for improvement and implement solutions.

Ensure efficient incident handling, escalation, and resolution procedures.

Customer Advocacy:

Act as a customer advocate within the organization, providing feedback and insights to cross-functional teams for product and process improvement.

Technical Expertise:

Stay up-to-date with the latest trends and technologies related to our products and services.

Communication and Collaboration:

Collaborate with cross-functional teams including Customer Success, Launch Management, Product Development, and Engineering to ensure a seamless customer experience.

Communicate effectively with external parties to address inquiries, provide solutions, and gather feedback.

Reporting and Documentation:

Prepare reports on team performance, customer feedback, and key support metrics as needed.

Maintain comprehensive documentation of support processes, troubleshooting steps, and best practices.

Requirements:

5+ years of experience in management consulting and a track record of delivering strategic insights and operational excellence in a cross-functional environment.

MBA preferred

Clear communication both verbally and in writing

Ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment

Experience creating and maintaining customer-specific playbooks, SOPs (standard operating procedures) and operating manuals

Experience hiring, onboarding, and growing a team

Ability to understand issues with SaaS and think through solutions.

Must be located in (or be willing to relocate to) Vancouver, BC, and willing to work from the office.

Willingness to adapt your schedule to meet with Glia’s global CE teams.

Bonus Skills

Interest in learning and supporting AI technologies.

*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

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