Operations Manager Customer Support
Pole To Win was launched in 1994 as Japan's first independent test outsourcing company. We have since grown to become the leading global innovator of quality assurance, technology and language solutions from over 30 locations worldwide.
Our name is derived from car racing. Pole Position drivers do not compete against other drivers to get ahead. They lead the race and set the bar for others to compete against them.
Pole To Win mirrors this by approaching our work with proactive planning and quality forethought in the service areas of Quality Assurance, Quality Engineering, Customer Experience, Localization, Talent Acquisition and Audio Production.
Excellent Customer Service experience
Strong sense for process improvement
Great ability to make decisions, analyzing information, developing standards and managing processes
Proven experience staffing, planning and tracking budget expenses.
Outstanding understanding and emphasis for Excellence
The Operations Manager serves as the studio (site) customer support leader responsible for exceeding all client contractual and company requirements.
Our Operations Manager maintains superior customer satisfaction by providing problem-solving resources and managing staff.
• Accomplishes customer support objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer support objectives by contributing customer support information and recommendations to daily operating plans; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer support financial objectives by forecasting requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer support requirements by reviewing all related company and client reports and maintaining an expert level knowledge; benchmarking best practices; analyzing information and applications.
• Improves customer support quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by implementing company operational initiatives
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.
Pole To Win's core values are imbued across our global organization: Reinforced by our actions and our attitudes. Echoed throughout our approach to our operations and our clients. Exemplified by our culture, and most of all, our people. We build people and their careers. We actively turn to team mates for counsel, inspiration, and diverse perspectives. Relationships are built on mutual respect. Personal and professional integrity is our guiding principle. We are honest, authentic, transparent, and ethically sound. Our primary goal is to advance our clients' businesses and their customers' satisfaction. We set the bar for generating imaginative and effective solutions for the most challenging problems. We move with speed and agility. We love what we do. We have unwavering loyalty to our DNA, our culture, our values, and ourselves.