Operational Success Manager - FastBridge Learning

Illuminate Education - Minneapolis, Minnesota - Full time

Position OverviewThis role plays a critical and proactive role at the intersection of the voice of the customer, customer support, implementation, product and technology teams. The incumbent takes the lead on identifying barriers to excellent service through trend analysis, assists in the prioritization of dedicated software engineers and drives issues to resolution through a pragmatic approach. The incumbent applies deep subject matter expertise in the product and a solid understanding of engineering and product language. This position serves several strategic business initiatives: Quality, Customer Experience, & Scalability.Key Responsibilities

  • Influence the Operational Tooling Team function that is well-aligned to the product and engineering organization with an emphasis on the voice of the “internal” and “external” customers around product quality and tools that help improve the customer experience.
  • Identify and capture critical bug fixes and influence removal of barriers to the Customer Success team in delivering a great customer experience.
  • Perform a consistent trend analysis of Jira and Freshdesk Tickets, remove duplicates and inform the prioritization of resolving barriers to delivering an excellent customer experience.
  • Create the model to address systemic issues up front by leading/prioritizing the building of internal (and perhaps external) tools to equip our Customer Support team to enhance and streamline the customer experience by resolving issues timely as they come through, increasing resolution of issues on first contact.
  • Collaborate with Customer Support, Implementation, Engineering & Product Management teams to ensure the appropriate priorities are set and participate in the bug triage process.
  • Partner with the Engineering at the root cause level of bugs, to translate the short -term fix to root analysis and resolution, eliminating recurrence of same issues.
  • Prioritize workload of dedicated Software Engineering team.
  • Write appropriate documentation and stories in Jira and accompanying tasks.
  • Craft appropriate additional documentation: ROI analysis, mockups, requirements documentation, flow charts, survey results, screenshots, etc.
  • Produce reporting to inform the business including project plans and scorecards.

Desired Experience & Qualifications

  • Strong SaaS product expertise.
  • Knowledge of best practices in customer issues resolution.
  • Tier 3 support experience (customer facing & technical) or sales engineer, etc. experience desired.
  • Strong influencing skills.
  • Experience in building or heavily influencing the build of a new function imbedded in a service model.
  • Previous experience in K-12 and ed tech industry strongly preferred.
  • Well developed verbal and written communication skills.
  • Ability to influence without direct reports.
  • Solid meeting facilitation skills.
  • Experience building internal tools, systems and process for issue resolution.
  • Solid knowledge of engineering, support and product principles (business analysis/product owner) and interdependencies.
  • Sense of urgency.
  • Ability to prioritize work for self and others to meet aggressive deadlines.
  • Skilled in relationship/project management.
  • Experience building custom reports to inform business on opportunities. 

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Experience Level

Mid Level

Illuminate Education

FastBridge Learning, based in downtown Minneapolis, is on a rapid growth trajectory of success because of our people...true changemakers in transforming the way educators assess and address the learning needs of their students.

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