Configurations Team Lead Configurations Team Lead …

in San Jose, CA
Permanent, Full time
Be the first to apply
in San Jose, CA
Permanent, Full time
Be the first to apply
Configurations Team Lead

ConfigurationsTeam Lead Job duties
  • Provide configurations support for two mainstakeholder groups: customer support agents and the client's cross-functionalteams.
  • Manage multiple configuration workflows andworkloads for a team of Platform Specialists.
  • Train Platform Specialists in workflows, andmonitor and review their performance.
  • Work with client SMEs to resolve teamescalations and ensure on-time delivery of projects.
  • Communicate and help mitigate any risks inproject delivery.
  • Develop, write, and improve the standardoperating procedures (SOPs) for several workflows.
  • Capture and report on production metrics andkey performance indicators (KPIs).
  • Identify, plan, and implement operational andprocess improvements.
  • Prepare weekly, monthly, and quarterlybusiness reviews (WBRs, MBRs, and QBRs).
  • Interview, hire, and onboard new teammembers.
Minimum qualifications
  • BA/BS degree or equivalent practicalexperience.
  • 1-2 years of experience managing a team orowning technical workflows.
  • 2+ years of experience with content/knowledgemanagement systems.
  • 3-5 years of professional working experience.
  • Excellent interpersonal, written, and verbalcommunication skills.
  • Excellent problem-solving skills: systematic,strategic, and analytical capabilities.
  • Systematic problem-solving approach, coupledwith a strong sense of ownership and drive.
  • Proficient with Google Docs Editors such asGoogle Docs, Google Sheets, and Google Slides.
  • Proficient with Google Slides, PowerPoint, orother presentation software.
  • Ability to work in a fast-paced environmentand tight deadlines.
Preferred qualifications
  • Experience in customer service or technicalsupport operations is a huge plus.
  • Experience managing customer support issuetaxonomies.
  • Experience managing configurations forConversocial.
  • Advanced Google Sheets skills (e.g., vlookups,array formulas, RegEx, nested formulas, etc).
  • Proficient in Google Apps Script.

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