Application Support Director Operative
THIS JOB HAS EXPIRED Description
The Director of Application Support will be responsible for ensuring the highest sustainable level of customer satisfaction with Operative Media products and services. Key responsibilities include Escalation Management, Customer Management, Duty Management, Change Management, and adherence to established support processes. The Director of Application Support is both technically competent and business oriented.
Develop and implement product support, technical support, and escalation procedures to ensure both internal and external service level agreements (SLAs/OLAs) are met or exceeded. This includes identifying process and communication inefficiencies, utilizing customer support best practices, and continuously looking at ways to reduce cost.
Build and lead the support team in achieving and maintaining a high level of customer satisfaction. This includes driving continuous improvement within the team and ensuring the team is trained on new product features, support procedures and customer interaction.
Day-to-day management of existing support activities. This includes technical support staff coordination, customer expectation management, issue evaluation (e.g., severity, priority), and resolution management (e.g., patch, system workaround, resolution targeted for a future release).
Develop a customer support strategy; this includes building a team of product support specialists, creating a knowledge base and instituting the necessary procedures and processes to handle product use case questions.
Establish a process to track and measure key metrics related to customer satisfaction and support. This includes periodic reporting on Key Performance Indicators (KPIs) and SLAs (per customer contracts) and the continuous evaluation of reporting and ticket system tools.
Ensure that all support issues are thoroughly documented. This includes validating that all issues are kept up to date and any related defects/bugs have been recorded in ticketing system.
Oversee the upgrade and installation of releases and release patches. This includes coordination with other groups within Engineering, other departments as well as end users.
A track record of scaling large, scale customer service operations including hiring and developing talent.
A track record of conceiving and delivering innovative solutions to support customers and business operations.
Exceptional people leadership and development skills
Familiarity with the Software Development Lifecycle
Ability to create a performance and metrics focused culture
Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
Ability to systematically identify and solve sometimes obscure problems within a web-based product in a client/server environment
Strong business judgment and proven analytical skills
Vision to see what is necessary to scale our business
Aptitude to get up to speed with new products quickly.
Exposure to ITIL based change control management and process.
Experience with advertising related technologies is a plus
Deep understanding of networks, databases and software integration
SQL experience is preferred
Five to Seven Years
BS or MS in Computer Science, or equivalent experience
The opportunity to be a part of a fast growing global company
Opportunity to work closely with Implementation, Technical Operations, R&D, Product Management and Client Management teams
Learning new technologies as we adopt them
Fantastic technology platform
Located in Midtown Manhattan
A business casual dress code (jeans and sneakers are permitted)
Free snacks and drinks
Competitive pay and comprehensive employee benefits package
||40 West 25th Street |
New York, NY 10010
THIS JOB HAS EXPIRED