Manager, Functional Operations

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home.  Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.    

This hands-on role entails managing a Support team for a designated territory and handling/closing customer calls. It involves determining the priority, resources, and resolution plan needed to effectively resolve all issues. The role ensures adequate staffing, training, tools, processes, and procedures are in place to address incoming customer support challenges and shares responsibility for global Support productivity. It aims to drive tactics that consistently enhance customer service within the region, providing the team with a vision of the customer service objectives characteristic of a best-practice Learning & Support Organization. Additionally, the role includes providing technical support for the Contact Centre, handling both written and internet-based inquiries from QAD customers and partners about company products. It requires analyzing issues with non-functioning software applications to identify problem areas and recommend corrective actions. The role also involves recommending solutions to customer application questions and maintaining a log of problems and analysis steps. This includes the creation and review of reusable solutions, which are posted on QAD's website for global access by customers and partners, ensuring that recurring problems can be communicated to Product Development. Furthermore, the role includes managing the enforcement of Global Support processes.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to work the third shift ( 10 pm IST to 7 am IST), along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.
 

Shift Timings: 10 pm to 7 am IST

Work Module: Remote (WFH)

 Role and key deliverables:

• Monitor the state of customer satisfaction; work directly with clients when situations are complex and/or politically sensitive.

• Provide leadership for direct reports (i.e., hire, train, appraise, reward, motivate, discipline, recommend termination as necessary, perform career planning).

• Ensure quality and customer satisfaction targets are met.

• Receive incoming software issues from QAD customers and partners to  provide top-notch customer service utilizing QAD Customer Support toolsets

• Professional degree: University education in Finance, Manufacturing Management Operations, Engineering, Computer Science or equivalent experience.
• Graduate Program (MBA, MIB or Masters):  MBO or PMP certification is a big plus

• Other Program / Supplemental Training: APICS certification, PKS (Applications) certification are good to have. Knowledge/experience in ITIL v3, SDLC, CPIM and PMP understanding/certification a plus. 

•  Experience: 10+ years of experience in the support industry, with a minimum of 3 years of experience in a Customer Service/Support Team Leader role, demonstrating proven success in managing a team.

• Computer skills: Standard business applications - MS Operating systems w/ preference given to Linux understanding and relational DB knowledge Progress database knowledge at a proficient level.

• Strong verbal and written communication skills to interact effectively with team members, other departments, and customers. This includes the ability to communicate complex technical issues in simple terms.

• A strong focus on customer satisfaction, understanding customer needs, and striving to exceed customer expectations.

• Ability to manage multiple tasks and priorities, ensuring timely and effective resolution of customer issues.

• Capable of making informed decisions quickly, balancing customer needs with the company's policies and resources.

• Ability to adapt to changing technologies, customer needs, and company priorities.

• Skills in identifying training needs, developing training programs, and coaching team members to enhance their knowledge and performance.

• Implementing and maintaining high-quality standards for customer support, including monitoring and evaluating team performance.

• Continuously seeking ways to improve support processes, efficiency, and customer satisfaction.

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

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About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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