Cork, County Cork, Ireland Software and Services
Add to Favorites Maps Operations Program Lead
Description
As part of the Maps Operations team, you'll play a critical part in shaping the efficiency and quality of our customer operations. You will help lead the vendor teams with your peers providing a world class customer service to our users, work cross functionally with our product teams to help streamline process and drive improvements that enhance the user experience. This is both a hands on and strategic role, ideal for someone who thrives in a fast pace environment and can think outside the box.As part of the Operations team, you will:- Monitor and manage customer support workflows, ensuring consistent, high-quality service delivery.- Partner with product and engineering to provide operational input on new features including testing in QA environments- Collaborate with the data and analytics team to define and track metrics related to customer satisfaction, efficiency and operational health.- Support tooling and system improvements partnering with engineering teams.- Create and maintain internal documentation on training/policies and escalation handling.Identify ares of opportunities in workflows and partner with relevant stakeholders to implement automation solutions.-Manage and support vendor teams operating in different timezones, ensuring alignment on quality and productivity.-Own and resolve complex customer escalations internally and externally-Analyze user feedback and internal data on trends to improve the end to end user experience.
Minimum Qualifications
- Experienced in an operations, customer support, or program management role
- Direct project management experience with a focus on Customer Service.
- Experience managing vendor support teams across multiple timezones.
- Excellent written and verbal communication skills with meticulous attention to detail.
- Demonstrated creative and innovative problem solving and willingness to take the lead where needed.
- Ability to successfully organize, prioritize and manage multiple projects under strict deadlines.
- Ability to collaborate and work productively across large teams in multiple timezones.
- Strong problem-solving skills and a user-first mindset.
- Experience managing customer escalations or sensitive cases.
Preferred Qualifications
- Degree or equivalent experience preferred
- Familiarity and deep interest in applied AI, ML, and LLM technologies.
- Experience leading cross-functional initiatives
- Proficiency in analyzing data to identify trends and recommended improvements.
- Excellent presentation skills to all levels of an organization
Add to Favorites Maps Operations Program Lead
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