Milestone Technologies, Inc.

  • AV/IT Operations Manager

    Job ID
    2018-8225
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Audio Visual / Video Conferencing
  • Overview

    The Operations Manager role is crucial in ensuring that our client and employee’s expectations are exceeded thus resulting in a world class experience. Milestone is looking for a passionate, self-motivated Manager who brings a wealth of people management, knowledge and expertise.

     

    The Operations Manager is responsible for a global team of AV/IT technicians supporting our client’s AV experience centers. The best candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their Global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. You will work with internal client peers of all sizes and must have sufficient presence and communication skills to represent the Milestone across all departments. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client’s long-term business strategy under the guidance from our Global Service Operations Management Team.

    Responsibilities

    The Operations Manager is responsible for the following specific areas of the program:

     

    • Scheduling: coordinating time zones for collaborative work with client teams and technicians.
    • Accountability: be the primary owner of the program; move projects forward ensuring project schedules as well as communicating project status.
    • Global Communication: ensure global awareness of program and stakeholders on the state of the support model, best practices, issues, and operational changes of global impact.
    • Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve. Present operational metrics weekly to program stakeholders.
    • Maintaining and reporting on budget status, in addition to other financial measures defined for the customer engagement.
    • Collaborating with Milestone Human Resources on all personnel issues or questions.
    • Maintaining documentation and process specific to the customer engagement.
    • The ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
    • Have excellent problem solving, communication, and organizational skills.
    • Experience leading programs AV programs is beneficial
    • Must be able to effectively collaborate with internal (Milestone) team members as well as Client Team members
    • Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
    • Occasional international travel
    • Because this is an international team, schedule may fluctuate to enable communication with techs/stakeholders in varying time zones.

    Qualifications

    • 4+ years Leadership Experience with IT or AV management
    • Leadership and core business/interpersonal skills.
    • Successful project management experience.
    • Ability to establish relationships with Business Teams.
    • Familiar with common metrics used in the IT industry.

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