Business Operations Manager (вакансія неактивна)

Job Requirements:
- High energy, self-motivated, and a dedication to excellence — motivated to take on difficult and rewarding challenges
- Excellent verbal and written communication skills; ability to work effectively on a distributed team and highly collaborative
- Proven track record of building and managing an effective team
- A minimum of five years’ experience working for a technical company, preferably as a business analyst, project manager or similar experience
- In-depth knowledge of IT best practices and standard operating procedures
- Demonstrated technical aptitude strong understanding of SaaS, cloud computing, CRMs, automated marketing tools etc.
- Proficient level at Microsoft Suite (Word, Excel, PowerPoint, Access, Publisher).
- Knowledge of web technologies, social media platforms and iOS savvy.
- Good written and verbal English communication skills.
- Good group presentation skills and ability to communicate effectively.
- Demonstrated career stability.
- Good attention to detail, extremely organized.
- Able to multi-task.
- Ability to consistently maintain attention and concentration for extended periods of time and function in a high stress environment, under substantial time pressure.
- Must be able to adapt to evolving department/role, able to take on new challenges as they become delegated to your position.

Job Benefits:
• Work in a stable and successful product company.
• Performance and salary review each three months.
• Paid vacation and sick leave
• Flexible schedule
• Specialized conferences, training programs, and seminars

Key Responsibilities:

- Act as the primary development team liaison, providing support and creating innovative solutions to ensure smooth interchanges between team members, assist in problem solving, and drive a single agile organization across our offices:
- Assess current as-is IT service management and operational practices and build a to-be state in collaboration with key stakeholders and other technical managers
- Ensure that systems, services, and infrastructure work reliably and securely at all times
- Work directly with business partners to identify technology needs, implement and support technology solutions
- Drive Ongoing work towards scalability and automation
- Lead our Partner Program, with overall responsibility for vendor management, contract and subscription management, and timely payment processing:
- Manage vendor relationships and support contracts for related technical systems, hardware and software
- Renew contracts, monthly/annually
- Add new users as needed to support services
- Manage our Gateway Accounts and submit periodic reports to all integration partners
- Manage service delivery for all customer interactions, including overseeing a customer support team, triaging customer issues, and identifying opportunities to improve and streamline customer facing processes:
- Recruit, train and manage the service desk technicians based on coverage goals
- Ensure customer service is timely and accurate on a daily basis, managed through Zendesk
- Contribute to improving customer support by actively responding to queries and issues
- Oversee creation of automated emails to customers highlighting the latest features and functionality
- Handle escalations, enforce KPI’s and keep tickets moving through the queue
- Communicate effectively with clients to identify needs and evaluate alternative solutions
- Continually seek opportunities to increase customer satisfaction and deepen relationships
- Analyze common customer questions and complaints and create plans to automate responses, and identify opportunities to improve overall systems
- Create and maintain performance metrics used to measure and improve performance

RxPhoto is a growing medical software company with multiple SAAS products RxPhoto is changing the dynamics of patient engagement and physician collaboration with cutting edge mobile and cloud technology. The RxPhoto platform has become the industry clinical photography in plastic surgery, dermatology, vein treatment and aesthetic medicine. Our software is used daily by physicians around the world to catalog images, market and illustrate services, manage patient data, collaborate with other physicians and engage patients directly through their smartphones.
We recently opened an office in Kharkiv, Ukraine and we are seeking a passionate, talented and highly motivated lead Business Operations specialist to assist our team with sales, marketing and operations related tasks.
We are seeking a well-qualified candidate to serve in an Operations Management role with a strong focus on sales, marketing and customer support. The ideal candidate will have a demonstrated record of accomplishment in management of IT support services, budget, partner relationship management, and customer service. The candidate should possess strong leadership, technical, organizational, and communication skills, influencing and mentoring skills, and have demonstrated credibility with peers and key stakeholders to drive and lead positive change.
Overall, the IT Operations Manager is expected to provide integrated operational leadership to resolve organizational challenges and drive Appworks toward a modern, up-to-date, and agile IT services environment.