Senior Operations Manager, Validation Services

  • (Multiple states)
  • Full Time
  • Validation Services
  • Manager/Supervisor

Senior Operations Manager, Validation Services

Full-time, exempt position 

We’re a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987,  we’ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe – all committed to helping nonprofits fully access the profound power of technology and a connected world — and use it to improve lives. 

But we won’t stop there: as technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals.                                                                                             

We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us!

Position

The role will manage and evolve operations of TechSoup’s growing global validation services including the design and maintenance of manual and technology solutions to meet customer needs. This position will be both hands on and managerial, and involve both client facing work as well as coordination across multiple, globally distributed TechSoup teams including (but not restricted to): marketing, customer support, partner services, global data services and technology teams.

Duties and Responsibilities

Core processes management

  • Establish and maintain validation operations’ processes; develop and describe workflows, manage communication across service implementation teams, and evolve and scale these processes as we add more customers.
  • Manage the development of global Validation Services related operations’ content (emails and site messaging); work with marketing and communications teams to provide partner messaging and content.
  • Maintain validation statistics and reports (for internal and external audiences) and make recommendations for improvements to meet TechSoup and customer needs.
  • Monitor and report against validation processing time SLAs; identify slips or potential slips in meeting SLAs; Work with various teams to get back on target to meet SLAs.
  • Capture, monitor, and manage internal and other related costs and oversee Validation Services’ P&L management

Budget and billing management

  • Manage all customer billing needs - from ensuring all activity reports are correct on which bills are based, to then ensuring related fee shares with partners are correct, and invoices are issued in a timely manner and fees received as expected. Also to manage any issues when these processes are not working as expected and evolve and improve these processes. 
  • Provide resource capacity monitoring and model most efficient resourcing needs to scale the service

Client, team and implementation management 

  • Manage the operational relationship with clients for implementations of validation services and act as implementation lead as required
  • Work with clients and internal teams to outline validation options to meet client needs and TechSoup resources.
  • Identify client challenges and collaborate with Validation Services team to improve internal and external user experience
  • Manage other staff performing operational roles as we scale to more customers, including managing staff development, and setting individual and team goals.
  • Guide the work of other teams providing first tier operational support to Validation Services clients and manage escalations. 
  • Train internal teams on validation solutions; work with Client Services and Global Operations teams to identify and develop training resources as appropriate
  • Manage validation operations issues reported by validation partners and clients and work with Global Operations teams to address issues, including ensuring optimal triage and service management process are in place with other team

Miscellaneous

  • To work flexibly across multiple time zones, to hours that are not set to set 9-5 PST working hours, but rather flex to the needs of specific customers, global partners and teams and the overall service
     

Qualifications

  • Demonstrated knowledge of managing global, multi-stakeholder operations systems and processes
  • Demonstrated ability to handle a portfolio of 50+ corporate customers and the day to day operational communications that that requires 
  • Ability to understand and capture client needs and agree optimal solutions with clients  
  • Demonstrated troubleshooting and problem solving skills in a technical product environment
  • Experience managing and developing staff
  • Demonstrated strong communication and collaboration skills
  • Demonstrated process design and analysis skills
  • Demonstrated project management skills
  • Demonstrated customer management skills, including familiarity with a Customer Success methodology 
  • Demonstrated experience of establishing and reporting to key success metrics
  • Demonstrated experience of managing billing and account receivables over a multi million dollar budget 
  • Proven ability to work with, influence, and manage a variety of stakeholders

Education

BA/BS in business or technology, or equivalent experience.

 

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

 

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