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Position Details: Director of Operations

Location: Uniondale, NY
Openings: 2

Description:

Job Description:

 

Responsibilities include:

·         Drive the highest level of client satisfaction

·         Manage day to day SaaS operations to meet SLA requirements with clients.

·         Champion best practices in services staff to drive client retention

·         Drive development of high quality solutions and enhancements 

·         Ensure completion and delivery of all client projects

 

 

Job Requirements:

 

·         15+ years of operations and support experience in SaaS environment

·         10+ years of demonstrable experience in client satisfaction, client retention, on time delivery, and SLA’s.

·         Strong analytical, planning, performance management and process improvement skills

·         Experienced in managing a team of Managers and Business Analysts.

·         Must have solid ability to consult and communicate closely (verbal and written) with all stakeholders in a collaborative manner

·         Must demonstrate strong analytical skills.  Should be a self-starter, results oriented, goal setter, self-motivated, self-learner.

·         Good knowledge of deregulated energy industry, CIS, CRM or EDI is a plus.

·         Bachelor’s Degree in Information Technology. Master’s degree or MBA is preferred.

·         Six Sigma certification is a plus

·         SSAE / SOC / ISO process improvement certification experience is a plus

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