High Touch Operations Manager

GDH Consulting • New York, NY • 7h ago

Job Description: Our client is seeking a proactive and dedicated High Touch Operations Manager to join their dynamic Customer Experience team. This role is pivotal in transforming their Operating Model to enhance customer interactions through personalized, proactive, and predictive engagement. The successful candidate will work a hybrid schedule, collaborating with cross-functional teams to foster trust and build lasting relationships, ensuring customers maximize the value of their technology investments. Responsibilities: Provide reactive support and build effective operational relationships with customer teams, primarily focusing on Service Operations or Network Support. Coordinate across various departments to assist in resolving customer incidents swiftly to maximize system availability. Act as a primary point of escalation for customers, maintaining communication throughout the incident resolution process and conducting post-resolution analyses. Utilize various communication tools effectively (email, telephone, chat, video conferencing) to ensure clear and professional interactions with customers. Lead the operational section of the Quarterly Business Review (QBR) with customers, articulating value, building trust, and providing strategic viewpoints. Coordinate with Expert Care resources like Asset Managers, Learning Advisors, and Technical Consulting Engineers to enhance customer operational efficiency and system availability. Independently coordinate and complete tasks while pushing through to resolution and maintaining a good relationship with the customer. Conduct root cause analysis upon customer's request and coordinate with engineers to review potential product or software defects and obtain necessary fixes. Qualifications: Minimum of 3 years of experience in a similar role within a support or operations environment. Strong technical understanding and ability to leverage the expertise of others in networking and technical areas. Demonstrated leadership skills with the initiative to work autonomously and outside of established processes. Excellent communication and interpersonal skills, with proficiency in using modern communication and collaboration tools. Experience in coordinating and leading customer-facing operational reviews and analysis. Ability to work effectively with cross-functional teams to drive customer success and resolve issues. ITIL Foundation and intermediate-level certifications are recommended. Additional language skills in French are advantageous but not required. Eligibility to work remotely from an approved location with a hybrid schedule. Pay Range: $75.00 - $80.00 hourly This position offers a hybrid schedule, with time split between the office and remote work.About GDH: At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs. Who We Are: GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service. GDH Benefits GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insu

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