Manager, Support Operations

About The Role

Ethos is seeking an experienced and analytical leader to lead ,scale and support our Support team within the growing CX Experience organization at Ethos. This person will manage the day-to-day operations of the support team, drive process improvements, and ensure we’re delivering an exceptional experience for our partners. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1. You will also be responsible for hiring, planning, and implementing scalable solutions that support the development and growth of the organization. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping scale the partner experience organization

Roles and Responsibilities:

• Supervise the daily operations of the partnership support team, guiding and allocating workload to achieve the most efficient and effective outcomes
• Manage, motivate, and develop a team of up to 40+ support representatives to deliver the best possible issue resolution to partners/consumers
• Manage the team in a way that enables meeting monthly team metrics and goals identified as well as team and department SLAs; track and report metrics to leadership
• Help manage or handle complex and escalated partner inquiries in a way that creates positive customer interactions
• Create and nurture a work environment and team culture where team can excel
• Develop and execute effective partner support and policy servicing procedures, policies, and standards
• Use metrics to monitor team members performance and identify areas of improvement
• Support a culture of learning/improvement through coaching, 1:1s, and continual performance feedback to help team members achieve personal and professional goals
• Help recruit and hire support reps who fit within Ethos and team culture and will be able to handle demands of the job
• Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
• Stay current on the latest trends, tools, and techniques to ensure we’re implementing solutions and creating processes that will help the CX organization provide the best partner experience possible in an efficient way
• Partner with the Head of CX to develop relevant goals and objectives then work with the team to meet them on a consistent basis

Qualifications and Skills:

• 5+ years in consumer/partner experience , with a minimum 2+ years experience managing support services and operations
• Experience leading a team handling a high volume inquiries using a ticketing system (Salesforce, Service Cloud, Desk, ZenDesk, etc.)
• Leading B2B / consumer focused support teams, confident and empathetic leader with excellent interpersonal skills
• Ability to work in ambiguous environments with little direction and be scrappy about it - We don't have all the answers, but you'll need to find them
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Work proactively and take ownership in all you do
• Organized and extremely responsive in following up with requests made of you from both internal stakeholders and partners
• Can independently identify problems, perform root cause analysis, and execute on action plans
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Bachelor's degree or equivalent preferred
• Sharp focus on execution and an owner mentality with a track record of delivering success in a timely manner
• Data oriented decision making skills and great intuition to create positive CX experience
• Excellent written and verbal communication skills.
  

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