Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote) Job ID- 541

{“@context”: “https://schema.org”,”@graph”: [{“@type”: “JobPosting”,”title”: “Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)”,”baseSalary”: {“@type”: “MonetaryAmount”,”currency”: “USD”,”value”: {“@type”: “QuantitativeValue”,”unitText”: “YEAR”}},”description”: “u0026lt;pu0026gt;u0026lt;strongu0026gt;Location Details:u0026lt;/strongu0026gt;u0026amp;nbsp;Serbia, Romania or India – Remoteu0026lt;/pu0026gt;u0026lt;pu0026gt;At GoDaddy the future of work looks different for each team. Some teams work in the office full-events or offsites. Your hiring manager can share more about this roleu0026amp;rsquo;s hybrid or remote time, others have a hybrid arrangement (they work remotely some days and in the office some days)u0026amp;#8239;and some work entirely remotely.u0026lt;/pu0026gt;u0026lt;pu0026gt;This is a remote position, so youu0026amp;rsquo;ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings. u0026amp;nbsp;International travel will be required for onsite observations of the BPO.u0026lt;/pu0026gt;u0026lt;pu0026gt;As GoDaddy continues to grow, we are looking for a passionate team member who can successfully and effectively manage the day-to-day operation and relationship with vendors on a global scale. This Senior Operations Manager of Customer Care Messaging will work together with the Vendor Performance Manager to lead the BPO Vendor teams in delivering a WoW experience for GoDaddy and its customer by delivering on three core promises; u0026lt;emu0026gt;Deliver on Service Levelu0026lt;/emu0026gt;, u0026lt;emu0026gt;Create Great Experiences Oftenu0026lt;/emu0026gt; and u0026lt;emu0026gt;be the lowest cost operatoru0026lt;/emu0026gt;.u0026lt;/pu0026gt;u0026lt;pu0026gt;This leader supports the goals of Customer Care through daily performance and operational management. They are the designated mentor inspiring the best possible performance at GoDaddy vendor sites through targeted, data-driven operational management practices. They are an expert in leveraging competency-based operational assessments that help GoDaddy keep a pulse on vendor leadership execution, operational excellence practices, leveling-up the Guide training experience, and is focused on creating high-feedback, high-performance culture that is sustainable longer-term.u0026lt;/pu0026gt;u0026lt;pu0026gt;u0026lt;strongu0026gt;What youu0026#039;ll get to do…u0026lt;/strongu0026gt;u0026lt;/pu0026gt;u0026lt;ulu0026gt;u0026lt;liu0026gt;Responsible for partnering with the Care Site leaders to support the day-to-day performance of outsourced operations u0026amp;ndash; ensuring overall quality levels are deliveredu0026lt;/liu0026gt;u0026lt;liu0026gt;Partnering with Site leaders and BPOs Ops leaders for delivery of KPIs and Budget as per the Monthly targetsu0026lt;/liu0026gt;u0026lt;liu0026gt;Monitor and control cost related initiatives by working with the BPO Management office and BPO Partnersu0026lt;/liu0026gt;u0026lt;liu0026gt;Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from Guide experience to processes and best practicesu0026lt;/liu0026gt;u0026lt;liu0026gt;Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance for internal stakeholders u0026amp;ndash; Customer Care and Marketing Leadershipu0026lt;/liu0026gt;u0026lt;liu0026gt;Identify opportunities for processes and best-practices adoption, tool adoption, develop and adjust SOPs to align with Customer Care globalization plans and strategyu0026lt;/liu0026gt;u0026lt;liu0026gt;Partner with the Care Site leader to support efforts from internal and outsourced teams to conduct and engage in meaningful conversation during weekly, monthly, and quarterly business reviewsu0026lt;/liu0026gt;u0026lt;liu0026gt;Set vendors up for success by advocating for them when needed, and ensuring GoDaddy acknowledges and hears their feedback, prioritizing it to drive procedure and tooling improvementsu0026lt;/liu0026gt;u0026lt;liu0026gt;Demonstrate forward-thinking and having a comprehensive approach to delivering great experiences for the GoDaddy Customeru0026lt;/liu0026gt;u0026lt;liu0026gt;Identify and develop talent within the team. Provide feedback to direct reports that facilitate personal and professional developmentu0026lt;/liu0026gt;u0026lt;liu0026gt;Work shoulder to shoulder u0026amp;ndash; Fostering and nurturing an employee culture that exemplifies the GoDaddy brand for employees, customer, partner guides and GoDaddyu0026lt;/liu0026gt;u0026lt;liu0026gt;Perform other tasks and assignments as directedu0026lt;/liu0026gt;u0026lt;/ulu0026gt;u0026lt;pu0026gt;u0026lt;strongu0026gt;Your experience should include…u0026lt;/strongu0026gt;u0026lt;/pu0026gt;u0026lt;ulu0026gt;u0026lt;liu0026gt;3+ years of work experience managing BPO operations as client and/or vendor or in a customer care operations leadership roleu0026lt;/liu0026gt;u0026lt;liu0026gt;Experience with Chat, Messaging, ticketing, or other digital supportu0026lt;/liu0026gt;u0026lt;liu0026gt;Understanding of International culture and learning processesu0026lt;/liu0026gt;u0026lt;liu0026gt;Excellent communication and influencing skills; proven experience of influencing other teams/groups where their support is critical to successu0026lt;/liu0026gt;u0026lt;liu0026gt;An amazing team player, understanding cultural barriers and bridging business gapsu0026lt;/liu0026gt;u0026lt;liu0026gt;Solid Project Management experience and ability to oversee multiple projects at onceu0026lt;/liu0026gt;u0026lt;liu0026gt;A willingness to undergo PMP and LSS and Tableau trainingu0026lt;/liu0026gt;u0026lt;liu0026gt;Ability to multi-task and meet opposing demandsu0026lt;/liu0026gt;u0026lt;liu0026gt;An ability to identify upstream blockers, prioritize solutions and communicate effectivelyu0026lt;/liu0026gt;u0026lt;liu0026gt;Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint, One Note)u0026lt;/liu0026gt;u0026lt;liu0026gt;Ability to travel both domestically and internationally (25% of the year)u0026lt;/liu0026gt;u0026lt;/ulu0026gt;u0026lt;pu0026gt;u0026lt;strongu0026gt;You might also have…u0026lt;/strongu0026gt;u0026lt;/pu0026gt;u0026lt;ulu0026gt;u0026lt;liu0026gt;In-depth expertise in contact center operational leadershipu0026lt;/liu0026gt;u0026lt;liu0026gt;Previous experience launching and implementing new outsourced operations, ideally in a global – offshore locationu0026lt;/liu0026gt;u0026lt;liu0026gt;Project Management Professionalu0026lt;/liu0026gt;u0026lt;liu0026gt;Lean Six Sigma Training u0026amp;ndash; Green Beltu0026lt;/liu0026gt;u0026lt;liu0026gt;Experienced in managing within a blended agent sales and service model with Pu0026amp;L Responsibilityu0026lt;/liu0026gt;u0026lt;liu0026gt;Proven Ability to influence others that do not directly report to youu0026lt;/liu0026gt;u0026lt;liu0026gt;Selfu0026amp;#8209;motivated; excels in a minimal guidance, high-profile positionu0026lt;/liu0026gt;u0026lt;liu0026gt;EMEA location preferredu0026lt;/liu0026gt;u0026lt;/ulu0026gt;u0026lt;pu0026gt;u0026lt;strongu0026gt;Weu0026#039;ve got your back… u0026lt;/strongu0026gt;We offer a range of benefits that may include paid time off, retirement savings (e.g., 401k, pension schemes), incentive eligibility, equity grants, participation in an employee stock purchase plan, and other family-friendly benefits including parental leave. GoDaddyu0026amp;rsquo;s benefits vary based on individual role and location and can be reviewed in more detail during the interview process. u0026amp;nbsp;u0026lt;/pu0026gt;u0026lt;pu0026gt;We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.u0026amp;nbsp;u0026lt;/pu0026gt;u0026lt;pu0026gt;u0026lt;strongu0026gt;About us… u0026lt;/strongu0026gt;GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us.u0026amp;nbsp;u0026lt;/pu0026gt;u0026lt;pu0026gt;At GoDaddy, we know diverse teams build better productsu0026amp;mdash;period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know thatu0026amp;rsquo;s not enough to build true equity and belonging in our communities. Thatu0026amp;rsquo;s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every dayu0026amp;mdash;focusing not only on our employee experience, but also our customer experience and operations. Itu0026amp;rsquo;s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.u0026amp;nbsp;u0026lt;/pu0026gt;u0026lt;pu0026gt;u0026lt;emu0026gt;GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.u0026lt;/emu0026gt;u0026amp;#8239;u0026lt;emu0026gt;u0026lt;span data-contrast=u0026quot;noneu0026quot;u0026gt;Refer to our fullu0026lt;/spanu0026gt;u0026lt;/emu0026gt; u0026lt;emu0026gt;EEO policy.u0026lt;/emu0026gt;u0026lt;/pu0026gt;u0026lt;pu0026gt;Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to myrecruiter@godaddy.com.u0026amp;nbsp;u0026lt;/pu0026gt;u0026lt;pu0026gt;u0026lt;strongu0026gt;GoDaddy doesnu0026amp;rsquo;t accept unsolicited resumes from recruiters or employment agencies.u0026lt;/strongu0026gt;u0026lt;/pu0026gt;”,”directApply”: false,”educationRequirements”: {“@type”: “EducationalOccupationalCredential”,”credentialCategory”: “Bachelor Degree”},”employmentType”: “FULL_TIME”,”experienceRequirements”: {“@type”: “OccupationalExperienceRequirements”,”monthsOfExperience”: “48”},”Industry”: “Social Media, Marketing Tech, Information Technology”,”jobLocation”: {“@type”: “Place”,”address”: {“@type”: “PostalAddress”,”addressLocality”: “Remote”,”addressCountry”: “USA”}},”applicantLocationRequirements”: {“@type”: “Country”,”name”: “USA”},”jobBenefits”: “Remote work program, Diversity employee resource groups, Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance, Life insurance, Mental health benefits, 401(K), Company equity, Employee stock purchase plan, Performance bonus, Charitable contribution matching, Childcare benefits, Family medical leave, Adoption Assistance, Unlimited vacation policy, Paid volunteer time, Paid holidays, Paid sick days, Commuter benefits, Company-sponsored outings, Free snacks and drinks, Fitness stipend, Job training u0026 conferences, Tuition reimbursement”,”datePosted”: “2023-10-19T10:46:57-0500″,”jobLocationType”: “TELECOMMUTE”,”hiringOrganization”: {“@type”: “Organization”,”name”: “GoDaddy”,”sameAs”: “https://builtin.com/company/godaddy”,”logo”: {“@type”: “ImageObject”,”representativeOfPage”: “True”,”url”: “https://builtin.com/sites/www.builtin.com/files/styles/company_card/public/2021-07/image%20%285%29.png”}},”identifier”: {“@type”: “PropertyValue”,”name”: “GoDaddy”,”value”: “2083874”}}]
}

Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote) Job ID- 541