Operations Manager - Video Managed Services at Eatontown

At Yorktel we don’t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications – anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work – for you. Our philosophy is clear: Simplify. Innovate. Connect.

We are currently seeking an Operations Manager for our Video Managed Services Operations Group to oversee the success of the Managed Services team. This role will ensure delivery of exceptional customer service to our Global Clients and drive key initiatives to enhance Customer Service satisfaction and improve effectiveness and efficiencies to achieve established business results. Additional responsibilities include leading the overall day to day operations of call scheduling, call launching, in conference support and value add services. Additionally, this posiiton will be responsible for the creation, direction and training of the team in regards to client processes and procedures.

Organizational Relationships:

This position reports directly to the Director of Managed Services. The Operations Manager will provide direction and support to the Managed Service Team in regards to the needs of clients in Yorktel. The Director of Managed Services will provide direction and support to Operations Manager in regard to the following areas; client services and support, procedures and guidelines, technical escalations, career development, and employee and customer issues. This position will work directly with operations delivery, sales, and managed services to deliver customer satisfaction.

Depth of knowledge required:

Advanced audiovisual knowledge including, but not limited various audiovisual software and hardware associated with video conferencing. Project coordination and management experience required. SOP creation in relation to new process and procedure. This position should include an in depth knowledge of personnel management. This includes but is not limited to the assigned technical functions associated with these personnel along with development and implementation of technical processes, procedures, and guidelines.

Authority and Decision Making Capabilities

This position will also have the responsibility and authority to provide total clients satisfaction in the managed service department within the scope of Yorktel’s policies and procedures. Resolution of client issues to intermediate level of escalation within Yorktel guidelines of established policies and procedures. This position has the authority to regularly direct the work of their assigned staff. This position will work with the Director of Managed Services to prioritize work load and delegate appropriate work to meet the needs of the client. This position also has responsibility and authority to provide input on hiring, discipline, performance management, and issues.

Leadership and Supervisory Responsibilities:

The Operations Manager is the first line of escalation in all service and call launch application technical issues. This position routinely directs the Conference Engineers providing direction, coaching, and feedback on performance objectives and career development. This position serves as a resource within the department for specific skills, knowledge, and experience surrounding the implementation of video systems into Managed Services programs. This position regularly oversees between 8-10 employees at any given time and is responsible for all facets of employee development and leadership within the assigned team.

• Develop and maintain an exceptional on-boarding program in the Managed Services organization to familiarize new team members to York’s Vision, Strategy and responsibilities of their position in order to perform their job in the best interest of the customer. This includes process training that is job and administrative related
• Quarterly assessment of each individual on the Client Operations team against the Performance Matrix of values and behaviors in each functional group and take necessary actions
• Monthly report of department resource utilization assessing volume of work and activity to ensure we maintain a balanced utilization in the key activity areas
• Provide strong leadership and clear customer centric direction for the team on a daily basis
• Responsible for weekly timesheet approval, expense approval, scheduling of vacation time, and management of sick leave and absences.
• Create employee development plans, provide coaching, address disciplinary, and employee concerns.

Internal and External Relationship Responsibilities:

This position regularly communicates to internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers in regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned clients. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues during high pressure situation such as in conference support. This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

• Responsibility for overall success of the Yorktel Conference Operations engagement
• Ensure that the Conference Engineers are providing an exceptional level of customer service
• Ensure that the Conference Engineers are meeting or exceeding SLA’s and performance metrics as defined by the Director of Managed Services
• Serve as the first client escalation point and provide conflict resolution for all global call launch as well as issues/complaints
• Assist in the management and oversight (hands-on if necessary) of the call launch support team
• Consult and educate all levels of end users on call launch process and procedures by providing course materials and training schedules
• Stay current with emerging technologies and ensuring team are trained as new technology is introduced
• Conduct one on one meetings with all team members to establish management by objectives goals each quarter
• Provide annual and ad hoc reviews of the performance of direct reports, with appropriate input from relevant stakeholders (e.g., Program Manager & Yorktel corporate staff)
• Create, document, and maintain all SOP’s related to Conference Engineers process and procedures
• Work to streamline call launch and Conference Engineer best practices
• Hold weekly team meetings to discuss SOP’s, best practices emerging technologies, company policy and procedural changes and service initiatives
• Assist in incorporating new rooms being brought on line into Managed Services and interfacing with client personnel to implement maintenance, call launch and reporting procedures; including but not limited to Room Profile, inventory, and monthly reporting
• Create and provide monthly, quarterly and ad-hoc reports to Vice president of Customer Service as directed
• Responsible for accurate and timely timesheet review for all Conference Engineers
• Manage Conference Engineers personnel issues, insulating clients and other team members from any such issues
• Knowledge, implementation and adherence to Yorktel Policies and Procedures
• Other duties as assigned

Key Technical Responsibilities:

• Must have technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, and other audio and video technologies. Must have a basic understanding of scheduling technologies and systems
• Must have advanced knowledge of Conference Launch and various audio/video technologies
• Responsible for ensuring that processes for proactive monitoring are in place in order to effectively mitigate customer issues prior to occurrence
• Ensure that asset changes to equipment are in out into all systems as the changes occur in order to keep client rooms up to date

Technical Certifications:

• Proficient in Microsoft Suite (Excel, Word, PowerPoint
• Advanced Project Management training such as Project Management Professional (PMP) Certification (preferred)
• Knowledge of H.320 and H.323 Videoconferencing standards required

Job Requirements:

• Excellent understanding of operational service delivery key performance indicators within the A/V industry
• Ability to develop business relationships to accomplish organizational goals
• Strong customer orientation and ability to interface with VP level management in customer environments
• Experience developing and implementing improvement and change programs/processes
• Knowledge and experience with accounting and financial systems; ability to work in a P&L environment
• Strong leadership and analytical skills
• High level of initiative and autonomy
• Excellent written/verbal communication skills to effectively communicate at all levels with clients and Yorktel
• Excellent understanding of outsourcing and out-tasking concepts, especially legal and financial aspects
• General Financial skills and understanding
• Strong program management knowledge and experience, including group facilitation and team building skills
• Experience of managing third party suppliers
• May require occasional lifting (up to 25 lbs)
• Requires extensive sitting, standing and walking
• Domestic travel requiring multi-night stays within and at times outside the local work area
• Valid passport; International travel required
• Valid U.S. driver’s license
• Must be willing to complete background checks and drug tests as required by current or future contracts
• Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.

Note to 3rd party agencies and search firms:

Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
% of Travel Required : None
Shift/Hours : First Shift (Day)
Skills : Technical Support -> Call Center
Information Technology -> User Support Skills, Operations Consultant, Networking

Offer Relocation : No

Country: USA, State: New Jersey, City: Eatontown, Company: Yorktel.