Director Business Operations Ruckus Wireless
The Director of Support Business Operations is responsible for all aspects of the support business programs and initiatives including service contracts, service programs, service renewals, service marketing and non technical customer services.
The Renewals program delivers services to maximize maintenance revenue while providing world class service to our customers and channel partners. Our core purpose is centered on three pillars:
1. To educate our customers about the value of Ruckus Wireless Support Services via service marketing programs, web collaterals and portfolio data sheets
2. To equip customers with visibility to their install base data and
3. To enable proactive management of end user accounts to ensure all opportunities are refreshed or renewed on time . In this role you will deliver operational excellence in every facet of the company, guaranteeing industry-leading customer satisfaction and superior financial performance. This position delivers the operations support for the product portfolio at Ruckus Wireless
This individual will be responsible for the day to day management of a team of renewal operations resources, service marketing and customer service. These resources support the worldwide renewals organization and are both within Ruckus as well as through outsourced partnership.
The team manages various critical operational initiatives including the renewal contract program, tracking renewal wins activities, equipping renewal and field sales reps with customer install base and contract information, managing custom in-house program and licensing structure swap processes, SFDC reporting and Dashboard building for the renewals organization, global support validations in conjunction with worldwide support, other assorted operational items associated with the tactical management of the renewals team.
Manages key business operations activities and continuous improvement of the processes. Manages process and reporting activities to include financial, productivity, quality compliance, training, and/or efficiency, etc. Analyzes data to provide decision support to senior management.
Manages, creates and modifies the service program portfolio in conjunction with product management and product marketing
Identifies key operational and performance metrics to measure business performance and drives reporting activities. Measures performance of the organization against strategic and tactical operational metrics. Develops business models, business cases and forecasting tools in support of various strategic initiatives.
Identifies operational inefficiencies as well as best practices and drives improvement initiatives with senior management and operations teams. Acts as customer advocate for processes, metrics, measurments, and tools developed for management of the business.
Acts as a liaison and interfaces cross-functionally to maintain communication between business groups. Works with cross-functional groups to ensure all documents and tools are kept up to date and communicated in a timely fashion. Participates in the development of overall objectives and long-term goals of the organization.
Contributes to development of and manages the execution of systems and local tools to drive consistency and efficiency in managing the business. Executes project plans to roll out new/enhanced processes or systems capabilities. Participates in project/initiative prioritization process.
Manages the activities of individual contributors and/or supervisors with accountability for results in terms of costs, strategies and employees. Manages direct reports on an ongoing basis. Oversees the work of vendors and cross-functional project teams.
Manages an in-house and outsoourced customer service organization and enables them to deliver excellent customer service
Performs Other duties as required
To all recruitment agencies: Ruckus Wireless does not accept unsolicited resumes from recruitment agencies and/or individual recruiters without a signed agreement. Ruckus Wireless will not be responsible for any fees related to unsolicited resumes submitted through this site, to Ruckus Wireless employees or contractors.
||880 West Maude Avenue |
Sunnyvale, CA 94085