Education Services Operations Support Manager
Employer · Emerson
Department manager
Office and call centre supervisorOther professional services managerFull-timeDebrecen
Emerson is seeking a Support Manager to lead and develop the Education Services Support Team in Debrecen. In this role, you will drive measurable operational improvements, achieve customer satisfaction and SLA performance goals, and lead transformational initiatives.
Tasks
- Lead and develop Education Services Support Team (up to 10 direct reports).
- Ensure operational activities are performed accurately and within agreed SLAs.
- Manage team performance against productivity, quality, customer satisfaction, and business objectives.
- Drive continuous improvement initiatives and process optimization efforts.
- Lead operational projects supporting Education Services strategic priorities.
- Identify and implement automation opportunities that improve efficiency and customer experience.
- Serve as a primary escalation point for customers, stakeholders, and team members.
- Manage relationships with internal stakeholders and external business partners.
- Collaborate with workforce planning, quality, finance, customer success, and training delivery teams.
- Provide reporting, business insights, and recommendations to leadership.
- Champion customer success and represent Education Services in cross-functional initiatives.
- Contribute to hiring, succession planning, workforce planning, and talent development.
- Develop and document scalable operational processes.
- Lead change management activities within the team.
- Represent Education Services Operations in leadership forums and working groups.
Conditions & benefits
Ongoing career development and inclusive cultureWe invest in your success through mentorship, training, or leadership opportunities so you can make a lasting impact.
Requirements
- Bachelor's degree or equivalent experience.
- Minimum 5 years of experience in Customer Service, Customer Success, Operations, or related functions.
- Minimum 2 years of people leadership experience.
- Proven ability to manage operational teams and improve business performance.
- Experience leading cross-functional projects.
- Demonstrated customer success and stakeholder management experience.
- Strong analytical and problem-solving skills.
- Experience identifying and implementing process improvements and automation solutions.
- Strong presentation and communication skills.
- Working knowledge of Salesforce.com and operational systems.
- Strong English communication and presentation skills.