Client Operations Manager

$76,000 - $78,000/Yr

Securitas - Palo Alto, CA

Full-time - Mid Level

Palo Alto, CA

Administrative and Support Services

About the position

The Client Operations Manager at Securitas Inc. is responsible for providing web-based training to end users on proprietary systems and commercial software, as well as offering user support to field offices. This role involves managing a team of trainers, ensuring effective training delivery, and resolving technical questions. The position reports to the Director of Client Operations and plays a crucial role in maintaining productivity standards and enhancing client operations through effective training and support.

Responsibilities

• Manage and lead a team by organizing and monitoring work processes of Trainers, including Quality Assurance Team as needed.
• Assist in planning, monitoring, coaching, and appraising team results.
• Implement productivity standards, resolve operations problems, maintain reference material, and implement/maintain policies and procedures.
• Act as GCA liaison, coordinate client demos, and partner with UAT in interpreting/translating client and field operation needs.
• Assist Trainers with remote trainings/demos to field and client users on proprietary officer software and client portal.
• Assist UAT in testing of system software updates and escalating system issues as needed.
• Lead team in creating training documentation, User Manuals, remote training documentation, and presentations.

Requirements

• Bachelor's or Associate's degree in business plus five years progressively responsible experience or five years of equivalent experience.
• Minimum five years experience in training and supervising.
• Demonstrated knowledge of computer systems, particularly Microsoft Office or equivalent.

Nice-to-haves

• Strong customer and results orientation.
• Ability to interact effectively at all levels and across diverse cultures.

Benefits

• Full-time position with a salary range of $76,000 - $78,000 per year.