Associate Director, Operations

Work Set Up: Hybrid (Must be willing to go onsite at least once-a-month at the Sanctum, SM North EDSA, QC)

The Associate Director of Service Delivery (for Key Account Operation) is a vital part of the management team supporting a SaaS-based CX organization.  This role focuses on leading the strategic planning and execution, directly supporting the Sr. Director to ensure the program operates at an optimal level, achieving the top line targets of the program, driving process and innovation capability to position growth across the client's scaled customer business.

A significant part of your role will be working closely with the Key Stakeholders and ensuring alignment on the team's work and processes to bring about the best results and growth of the organization and the various lines of business represented in Support Ninja Manila Operations.

As an Associate Director, you must hone and guide the Team Managers under your leadership.

What does a day in the life of an Associate Director look like?

• Operates in the capacity of a senior leader, managing the day-to-day operations of SaaS-based CX operations.
• Manage, motivate, and guide the overall Customer Success, Renewals, and the various non-technical lines of business under Manila Operations as expanded Sr. leadership support, directly supporting the Account Sr. Director and client stakeholders.
• Directly act as an auxiliary to Sr. Director for the Manila operations and provide senior leadership function at the account management level for the Conga and Support Ninja partnership, and provide expertise to the broader Manila Operations to drive optimization across various activities.
• Optimize work processes while developing talent in all LOBs.
• Provide operational oversight of the business to deliver on targets and KPIs.
• Support and work closely with the Key Stakeholders and provide sound recommendations that could impact critical decision-making for the organization.
• Facilitate goal-level creation for the broader function, help ensure that these goals are cascaded and clear to all team members, and measure progress towards these goals.
• Identify and adopt best-practice processes and, where necessary, identify shortfalls and suggest operational and system improvements.
• Hire and guide Team Managers, Team Leads, and Conga team members, and help them be successful in their roles.
• Communicate business and high-level goals to Team Leaders for proper alignment and understanding when driving individual and team performance.
• Build a team that wins, has fun, and lives the Support NInja core values.
• Partner with other cross-functional teams for process alignment, improvements on gaps identified, and work on projects leading to mutual success.
• Monitor, evaluate, and revisit existing strategies and processes to ensure that the overall vision and strategy of the Manila operations team are being achieved.
• Serve as an additional escalation point for customer issues, ensuring issues are resolved quickly by leveraging resources across the company.
• Serve as the point person for the general Manila operations in the absence of the SDD.
• Develop a career path for the team members and Team Leaders and provide opportunities for advancement where appropriate.
• Embody Support Ninja's core values and provide exemplary leadership.

What are the required qualifications of an Associate Director?

• 5+ years of customer success experience, Operations Leader, and Program Leader, preferably within a SaaS organization
• 5+ years of senior management experience, preferably within a SaaS organization
• Experience in managing Team Managers/Junior managers and Team Leaders in the capacity of Senior Manager.
• Experience building successful programs around customer success, service delivery, and operations
• Experience building or running a scaled customer success motion is a plus
• Excellent communication skills, both with customers and within an organization
• Ability to mentor Team Managers/Leads and facilitate needed training to help them be more effective in their role
• Ability to handle and manage conflicts within the team
• Strong track record of identifying trends and providing recommendations to address customers' needs
• Strong track record of defining and executing against key performance indicators.
• Ability to build trust and rapport with a customer success team.
• Strong track record of building a positive team culture.
• Strong knowledge in P&L and financials, running an operations team.Demonstrated expertise in P&L and financial management, coupled with experience in leading operations teams.
• Ability to challenge team members and be challenged to achieve team goals.
• Proactively interested in increasing customer satisfaction and deepening customer relationships.
• Comfortable and willing to be a hands-on contributor, on-site with customers.
• Experience with enterprise SaaS vendors preferred.
• Ability to build and maintain strong relationships with diverse internal and external constituencies, including senior-level executives and legal, technical, finance, sales, and marketing experts.
• Excellent organization, change management, and communication skills.
• Willingness to 'roll up one's sleeves' and assist wherever needed.
• A 'solutions, not problems' mindset
• Ability to work independently and to deliver on detail as well as strategy.
• Team player who will innovate to continue improving how SNI serves its customers.

PREFERRED REQUIREMENTS:

• Experience in managing multiple LOBs, team managers, and team leaders
• 5+ years of end-user or intermediate-level CRM experience, preferably in and its reporting functionalities.
• Previous experience with Gainsight or other Customer Success platforms is preferred.
• A data-driven leadership approach.

• Working knowledge of one or more of the following business areas is preferred:

• Quote to Cash Processes

• Contract Management
• Digital Documents

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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