"Operations Manager Job Description - DOC"
Operations Manager Job Description Operations manager reports to the VP of Operations and is responsible for handling the daily operational issues in the Global Maintenance Business Group. The manager will work with the VP of Operations to develop long term solutions to improve productivity of the renewals team and build best practices designed to create an efficient process. The preferred location for this position is in Farnborough, UK, but could be in Alpharetta, GA. Duties Assist in the handling of operational break downs, resolution of process problems, refine and improve processes as needed. Responsible for creating and maintaining the SAM operations manual providing instruction on the function and systems. Responsible for on going training and develop programs for Support Account Mangers (SAM). Provide instruction and guidance to SAM teams on processing questions. Responsible for the hiring and training of contractor staff used to audit customer data during the next year (up to 20 contractors). Manage and direct the contractor staff on a year long project to audit customer installation and renewal data. Manage the channel rationalization project and represent the renewals group. This project involves the direct billing of end customers and commissioning partners. The manager will manage the hand off of data to SAM group and monitor additional SAM personnel needs to ensure proper billing. Liaison with other departments to develop processes and solve inter department problems. Assist in the planning and management of system migrations of legacy systems. Develop migration plans for newly acquired business. Work with VP of Operations, SAM management, and other related departments to develop best practices approach to process and systems for the renewal process to maximize efficiency and productivity. Assist in development of measurable reporting metrics designed to monitor renewal processing efficiency, and other critical business measures. Responsible for preparing monthly reporting on SAM productivity. Work with VP on development of new processes for changing business needs. Work with renewal team leaders and IT to develop effective training programs. Requirements 5-10 years experience in software industry dealing with maintenance renewals Background in accounting, auditing, internal controls, or financial analysis helpful Background in software maintenance renewals or customer support very helpful Understanding of the renewals process including interactions with customers and internal organizations Advanced understanding of Softrax software helpful Experience in managing multiple projects at a time Strong written and oral communication skills Understanding of typical software contracts and negotiating terms Ability to managing project teams Strong dispute resolution skills and ability to make effective decisions Must be a problem solver Ability to manage change and create processes that support internal controls