Senior Operations Specialist - Ai & Custom Services

Job Description

• Overseeing daily activities of the IVA, Agent Assist, AI Tuning and Custom Solutions case and project queues • Assisting with training and oversight of timecard entry, PSA procedures and other processes set by leadership, operations and the PMO • Supporting leadership with performance evaluations using PS tools such as Five9 Studio, VCC, Monday.com, PSA (Salesforce), Lucid Chart, etc. • Ensuring quality and completeness of deliverables from contractor resources • Maintaining and updating documented processes and procedures • Assistance with implementation of PS business strategies • Reviewing Professional Services Automation tool data such as timesheets and projects to ensure adherence to department standards • Coordinating effectively with other internal teams and stakeholders to prioritize and staff customer projects, presales efforts or drive process improvement

Qualifications

• Bachelor's degree in business administration or a related field, or equivalent work experience • Minimum 5 years experience in professional services management or a closely related role • Excellent leadership and management skills • Strong analytical and problem-solving skills • Ability to work under pressure and meet deadlines • Excellent communication and interpersonal skills • Proficiency in Microsoft Office applications, Salesforce, Monday.com, Jira / Confluence • Knowledge of industry standards and regulations • Ability to multitask and prioritize tasks efficiently • Strong attention to detail and accuracy

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment • Access to an innovative mental health support platform • Generous employee stock purchase plan • Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave