Operations Delivery Manager – Premium Technical Accounts

Job Description

The Operations Delivery Manager – Premium Technical Accounts is responsible for leading high-performing technical support teams that cater to premium enterprise customers. The role focuses on ensuring exceptional service delivery, meeting client SLAs, improving operational efficiency, and maintaining high customer satisfaction. This position collaborates with cross-functional teams, drives continuous process improvements, and mentors team leaders to achieve business objectives. Strong leadership, client relationship management, and analytical skills are essential for success in this role.

Key Responsibilities
Lead daily operations for premium technical support accounts while ensuring SLA compliance.
Manage team leaders and support specialists to achieve operational KPIs.
Monitor service quality, productivity, and customer satisfaction metrics.
Conduct performance reviews, coaching sessions, and career development planning.
Build strong relationships with enterprise clients and address escalations promptly.
Analyze operational reports to identify trends and implement improvement strategies.
Collaborate with workforce management, quality, and training teams for operational excellence.
Drive process optimization initiatives to improve efficiency and customer experience