About the Role
As we continue to grow, we are seeking a highly skilled SaaS Operations Manager to oversee the operational aspects of our platform, ensuring excellence in service delivery and customer satisfaction.
We need a strong leader who brings experience and knowledge of creating and sustaining operational processes, tools and people. The successful candidate will lead a team of operations professionals, manage vendor relationships, and collaborate closely with other departments to optimise service delivery.
Your Responsibilities
* Operational Management:
o Oversee the day-to-day operations of the SoftCo platform, ensuring high availability, performance, and optimisation.
o Develop and implement operational procedures, standards, and policies to ensure smooth and efficient operations.
o Monitor and manage system performance, addressing any issues proactively to minimize downtime and disruptions.
o Partner with Automation to identify opportunities where data and automation could improve manual processes or remove pain points.
o Own change management and compliance for the Operations Group.
* Customer Support & Success:
o Work closely with the Customer Success team to ensure that post-implementation customer support is effective and responsive.
o Ensure that customer issues are resolved promptly and that the overall customer experience is continuously improved.
o Work closely with Delivery team to ensure successful customer onboarding is delivered within project timelines.
* Team Leadership & Stakeholder Management:
o Lead, mentor, and develop a team of operations specialists, fostering a culture of continuous improvement and collaboration.
o Set clear performance goals, provide regular feedback, and conduct performance reviews for the operations team.
o Influence cross functional teams to deliver to business goals.
o Manage relationships with third-party vendors and service providers, ensuring they meet performance and service level agreements.
* Reporting & Communication:
o Along with our Customer Support Manager, provide regular reports on operational patterns, system uptime, and customer satisfaction to senior management.
o Communicate effectively with internal stakeholders, including product development, customer success, support and sales teams, to align operational efforts with business goals.
o Serve as the primary point of contact for escalations related to operational issues.
o Be data-driven in all decisions and help to drive the culture of creating data and intelligence to enable better operations.
Your Profile
* Bachelor's degree in a relevant field (e.g., Computer Information Systems, Operations Management) or equivalent experience.
* Minimum of 4 years relevant experience in an operational or service delivery role. Product owners with operational experience would also be considered.
* Understanding of continuous improvement methodologies would be advantageous, e.g. Lean Six Sigma.
* Understanding of database querying languages and/or monitoring systems a distinct advantage (SQL, Grafana, Prometheus, Splunk, Nagios, New Relic or similar).
* ERP experience and knowledge of business processes in accounts payable would be beneficial.
* Proactive approach and determination to find solutions, and own delivery.
* Thrive in a scaling environment and adjust to constantly evolving priorities when needed.
About Us
This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.
A competitive remuneration package is on offer and our benefits package includes membership of our on-site gym (Dublin), company paid health insurance, life assurance, pension, bonus package, long service incentive awards and an employee referral scheme.