Support Operations Manager
- Building and leading a team in charge of the Support information systems, processes optimization, and logistics.- Managed the budget of Support Information Systems.- Lead the design and implementation of new tools. e.g. a Community Portal, a Case Distribution System, etc.- Minimized team burnout: e.g. Reduced tickets during non-business hours by 70%. - Reduced costs: e.g. Call centre expenditures from tens of thousands of dollars a month to a few hundred.- Improved KPI:… Show more - Building and leading a team in charge of the Support information systems, processes optimization, and logistics.- Managed the budget of Support Information Systems.- Lead the design and implementation of new tools. e.g. a Community Portal, a Case Distribution System, etc.- Minimized team burnout: e.g. Reduced tickets during non-business hours by 70%. - Reduced costs: e.g. Call centre expenditures from tens of thousands of dollars a month to a few hundred.- Improved KPI: e.g. User-friendly CSAT led to doubling the responses. - Enabled the Support organization to adapt to different business models: Enabling Authorized Support Partners and transitioning to a “SW support only” model in which HW support is outsourced. - Accountable for the management and maintenance of global depots, FRU inventory, FRU forecast, RMA process and contracts with service providers to maintain our SLA with customers. Show less