High-Touch Operations Manager (HTOM)

Overview The GES (Global Enterprise Services) organization seeks a High-Touch Operations Manager (HTOM) to work with designated mission-critical customers, such as service providers and financial services companies, driving collaboration and communications between the end customer and the client's stakeholders, and ensuring they receive premium-level service.As the liaison between the customer and the client's technical support, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.The ideal candidate possesses superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.ResponsibilitiesAct as liaison between designated mission-critical customers and the client's stakeholders to drive collaboration and ensure premium-level service. Track all activities related to the service process and drive improvements to ensure excellence at every phase. Diplomatically influence and manage key relationships and challenging situations under pressure.QualificationsTypically requires a BS/BA degree or equivalent, plus 3-5 years related customer support experience, project management experience or business experience. Strong project management, influencing and negotiation, critical thinking and decision-making skills. Ability to work as a team member in a cross-functional, matrix environment. Excellent presentation and communication skills. Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product and solutions. Knowledge of vertical market business trends and concepts. Understanding of pertinent software applications used for reporting and researching. Ability to type and to use PC/phone for frequent communication. Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations.CompensationBase pay range: $40.00/yr - $42.00/yr Compensation: $40/hr to $42/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law. Employment details Location: Fully Remote (PST based working hours) Duration: 18-24 month contract, potential to go permanently Seniority level: Mid-Senior level Employment type: Full-time Job function: Management and Information Technology Industries: Computer and Network Security