Manager, Customer Care Technical Operations

Kforce - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Administrative and Support Services

About the position

The Manager of Customer Care Technical Operations is responsible for overseeing system improvements and managing user access and provisioning for various applications. This role involves collaboration with cross-functional teams, testing and approving system changes, and ensuring effective integration and reporting. The manager will also work closely with the Call Center to implement necessary changes and provide data-driven recommendations to enhance customer support operations.

Responsibilities

• Management & oversight of system improvements
• All System/Application user access, provisioning and maintenance
• Work with cross functional teams and manage internal development relationship
• Test and approve all system development changes
• Perform ongoing operational testing to QA and verify systems integrations, configuration expectations, data flow, and reporting
• Work closely with Call Center partner to administer changes needed to agent facing views, sign-ons, configurations, and setting up and managing business rules
• Provide thought leadership and back your recommendations with data-driven evidence, as well as a demonstrated comprehension of the dependencies and implications of your projects

Requirements

• 4+ years of experience in systems administration, technical product development, or large-scale technical implementations
• Proven track record in technical vendor management
• Ability to work with multiple project stakeholders (e.g., internal core team, external vendors, contractors, business users, senior management)
• Strong verbal and written communication skills
• Experience in billing systems such as Stripe
• Expert at documentation of process and procedures
• Effective communication and presentation skills appropriate for interaction with network clients, vendors, and senior management
• Proficiency in task and ticket management with systems like Datadog
• Able to work collaboratively with cross function teams to drive performance to achieve goals defined
• Take a creative approach to problem solving
• Exceptionally organized and feel confident stepping into ambiguous situations
• You care about your team and their varied perspectives, and are invested in their success
• You are excited to transform the way we support our customers by finding the intersection of technological advancements and tried-and-true customer service principles