Job Description

Position Summary

The Lead Operations Manager will be responsible for managing a team of operations staff to support a connectivity management platform serving a large US-based cellular operator. This role will oversee customer-facing Tier 1 support, Tier 2+ support for the operator’s customers, resolution of support tickets, and 24/7/365 customer support call handling. The ideal candidate is a strategic leader with strong operational expertise, team management skills, and a customer-centric mindset.

Key Responsibilities

Team Leadership and Management :

• Lead, mentor, and manage a small team of operations staff to deliver high-quality support services.
• Develop team schedules, ensure adequate staffing for 24/7/365 coverage, and monitor performance metrics.
• Foster a collaborative, high-performance team culture focused on accountability and continuous improvement.
• Work closely with peer operations resources in UK and India

Customer-Facing Tier 1 Support :

• Oversee the delivery of prompt, professional, and effective Tier 1 support to the cellular operator’s customers.
• Ensure team adherence to service level agreements (SLAs) and customer satisfaction goals.

Tier 2+ Support for End Customers :

• Manage escalated issues by providing advanced technical and operational support to resolve complex customer challenges.
• Collaborate with internal technical teams and the cellular operator to address high-priority issues.

Support Ticket Management :

• Oversee the end-to-end lifecycle of support tickets, from creation to resolution, ensuring timely and accurate handling.
• Implement processes to track, prioritize, and resolve tickets efficiently while maintaining clear communication with stakeholders.

24/7/365 Customer Support Call Handling :

• Ensure seamless operation of the support call center, with effective handling of incoming customer inquiries and issues.
• Monitor call metrics, such as response time and resolution rate, to maintain high service standards.

Process Improvement and Reporting :

• Identify opportunities to optimize operational processes, reduce ticket resolution times, and enhance customer experience.
• Prepare and present regular reports on team performance, ticket resolution, and customer satisfaction to senior leadership and the cellular operator.

Stakeholder Collaboration :

• Act as the primary point of contact for the cellular operator regarding operational support matters.
• Work closely with the solution integrator’s technical teams to align support operations with platform capabilities.

Qualifications

Education :

• Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field required.
• Master’s degree preferred.

Experience :

• 5+ years of experience in operations management, preferably in telecommunications, IT, or connectivity management.
• 3+ years of experience leading and managing teams in a customer support or operations environment.
• Proven track record of managing 24/7/365 support operations and resolving complex customer issues.

Skills :

• Strong leadership and team-building skills with the ability to motivate and develop staff.
• Excellent problem-solving and decision-making abilities in high-pressure environments.
• Proficiency in ticketing systems (e.g., Zendesk, ServiceNow) and call center management tools.
• Exceptional communication skills, both written and verbal, with the ability to interact with customers and stakeholders at all levels.
• Knowledge of cellular network operations, connectivity platforms, or telecommunications is a plus.

Certifications :

• ITIL, PMP, or similar certifications are highly desirable.

Availability :

• Willingness to be on-call and support 24/7 operations as needed.

Working Conditions:

• This role may require occasional travel to meet with the cellular operator or other stakeholders.
• Position will be located on-site in Alpharetta, Georgia.
• Must be able to accommodate a fast-paced, 24/7 operational environment.

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