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,
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
Liaison with other departments to develop processes and solve inter
Assist in the planning and management of system migrations of legacy
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
Responsible for preparing monthly reporting on SAM productivity.
Work with VP on development of new processes for changing business
Work with renewal team leaders and IT to develop effective training
5-10 years experience in software industry dealing with maintenance
Background in accounting, auditing, internal controls, or financial analysis
Background in software maintenance renewals or customer support very
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