Service Operations Lead

OPENMIND

Service Operations Lead overseeing customer satisfaction and support services for Openmind. Responsible for Continuous Integration and Continuous Deployment processes and team leadership.

Posted 7/20/2026full-time🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience (CX) management, ensuring customer loyalty and satisfaction through effective support services. Proficient in Continuous Integration and Continuous Deployment (CICD) processes, with strong leadership skills to manage and evolve technical teams in a telecoms environment.

Highest-signal resume keywords

Customer Facing ExperienceTeam LeadershipContinuous Integration and Continuous Deployment (CICD)Problem Solving SkillsProject Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalyticsArtificial IntelligenceTelecommunicationsCustomer Support ManagementTicket Management

Soft Skills

Excellent Communication SkillsStakeholder Relationship BuildingSolution Oriented ApproachOrganizational SkillsFlexibility

Tools & Technologies

Open Protect AI (OPAI)Support Services Software

Certifications & Qualifications

Bachelor’s Degree in Computer ScienceBachelor’s Degree in Information TechnologyBachelor’s Degree in Telecommunications

Industry Keywords

Customer Experience (CX)Client Facing EnvironmentOperational Customer EnvironmentSupport Review MeetingsTriage Management

About the role

Key responsibilities & impact

Ensure Customer Loyalty and Satisfaction from Customer’s Experience (CX) in engaging with Openmind’s Support Services.
Ensure that Customer’s Application instances are kept up to date with latest Openmind software using Openmind’s Continuous Integration and Continuous Deployment (CICD) process.
Monitor and Operate of Openmind’s Open Protect AI (OPAI) products.
Maintain and evolve internal fulfilment of Openmind’s Support Services to deliver a proactive customer experience, to include further enablement using Data Analytics and Artificial Intelligence skillsets.
Functionally lead a dedicated team of technical experts for the fulfilment of Support Services.
Collaborate with Customer Operations counterpart teams to achieve performance above.
Host regular Support Review meeting series to ensure required progress across all Support activity with each Customer.
Triage all new Customer tickets and manage Triage outcomes throughout the lifecycle.
Collaborate with Customers to Plan and Implement CICD process.
Manage ongoing Customer pipeline of tickets and define action plans to resolve escalations.
Contribute to initiatives to transform greater proactivity into Openmind Support Services.

Requirements

What you’ll need

Customer facing experience and expertise.
Possess at least a Bachelor’s Degree in Computer Science, Information Technology, Telecommunications or relevant field.
At least 5 years working experience in engaging, leading and managing a diverse team to deliver service in a client facing environment.
Experience in a telecoms/messaging environment is a distinct advantage.
Excellent communication (written and verbal) and presentation skills, with fluency in English as the primary business language.
Highly developed problem solving skills and solution oriented approach.
Proven ability to deliver outcomes with working to deadlines and under pressure whilst staying organised.
Customer centric approach with proven ability to influence and build stakeholder relationships.
Project management experience is an advantage.
Flexible to the varying time demands of an operational customer environment and collaborating with colleagues in different time zones.

Benefits

Comp & perks

Inclusive and equal opportunities employer
Commitment to creating an equitable workplace