Technical Support Operations Lead
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Job Summary
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Job Responsibilities:
The Community Operations Lead is responsible for the operational best-practice of Welo Datas community-facing processes and tools.Through best-in-class utilization of technology and rigorous data-driven processes they establish and ensure all community-facing activities across Welo Data are of a high standard informed by the successes of the Community Experience team.
By implementing standard operating processes in the utilization of platforms and technology the Community Operations Leads ensures a consistent high quality experience for our community and the teams that support them in their day to day activities.
Key Responsibilities
- Work with stakeholders within Community Experience and the wider Welo Data group to ensure that all teams have excellent operational processes in place for all their community-facing activities (support onboarding communication user management etc.)
- Analyze review and iterate existing established operational processes
- Drive the utilization of technology such as automations and AI to reduce operational overheard and to increase overall efficiency
- Be data-driven and measure and report on the quality and quantity of work before and after improvements
- Lead a team of community managers and specialists to deliver against key business goals and objectives across multiple different disciplines and areas of focus:
- The Community Support Manager to drive a community success mindsetand ensure the Welo Data Community is receiving a high quality support & onboarding service
- The Platform & Tech Manager to ensure the Community Experience teams are getting the most out of all the platforms that are utilized in their day-to-day
- Test pilot and deliver appropriate initiatives tools and processes to deliver on these goals
- Support ad hoc operational requests and requirements within the wider Welo Data organisation
Additional Job Details:
Qualifications & Skills
- 5 years of experience in operations or support management or a related role
- Experience in managing people and teams to deliver high quality work across multiple time zones and disciplines
- Highly analytical and experienced in setting goals defining metrics and creating reporting to track progress of teams and individuals
- Excellent stakeholder management skills; a proven track record of influencing teams and people at various levels of seniority in adapting to new processes
- Strong understanding and adaptability of operational requirements and differing needs of project teams and an ability to adjust own approach to ensure successful adoption of operational best practices
- Ability to create and present data-driven strategy challenges and results to stakeholders
- Ability to collaborate effectively with cross-functional and international teams
- Strong analytical and problem-solving skills
About Company
Welocalize enables brands to reach and grow global audiences through services and solutions for translation, localization, adaptation, interpretation, and automation. We offer multilingual solutions to transform all content types for local audiences, at every step of our clients’ glob ... View more
