Director of Operations – New Program
Urban Pathways
Senior Vice President, Customer Operations – Technology Solutions
TASC
full-time
Posted on:
Location Type: Hybrid
Location: Purchase • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $220,000 - $400,000 per year
Job Level
Senior
About the role
- Oversee operational alignment, with a focus on monitoring and alerting capabilities
- Support and educate Technical Account Managers (TAMs) to improve incident and change management visibility
- Manage customer escalations and lead technical workshops to rebuild customer confidence
- Facilitate connectivity workshops to ensure customers use effective methods and have visibility into network changes
- Act as a liaison for API gateway and security infrastructure
- Gather requirements and pain points for Mastercard Connect
- Drive process improvements in the Next Generation File Transfer (NGFT) product
- Conduct holistic gap analyses to identify and close support gaps
Requirements
- specialized knowledge in customer support, technology infrastructure, and process improvement
- strong stakeholder management across teams and levels
- hands-on, technical and people leader able to manage directly and through others
- effective communicator able to collaborate with all members of the organization
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time and 5 personal days, pro-rated based on date of hire
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- deferred compensation for eligible roles
- fitness reimbursement or on-site fitness facilities
- eligibility for tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementchange managementprocess improvementgap analysisAPI gatewaysecurity infrastructurenetwork visibilitycustomer supporttechnical workshopsNext Generation File Transfer
Soft skills
stakeholder managementleadershipcommunicationcollaborationcustomer escalation managementeducational supportoperational alignmenttechnical guidanceproblem-solvinginterpersonal skills
