Senior Operations Coordinator OSG (Telecommuter, US)

About the role

As a Senior Operations Coordinator, you will be responsible for managing colleagues in the service at ticket/request level in a contractual services deal (e.g. arranging appointments with users, ensuring optimal workload). Your region of coverage will be within specific geographic boundaries. You and, where required, your associated team(s) may be dedicated, or operate as part of a wider team of Operational Delivery Managers, responsible for one or more accounts.
What you'll be doing

You will operationally manage employees and teams at a work package level in a Contractual Services deal. You will also act as the first point of contact for technical content for onsite service personnel and customers in this area of responsibility by ensuring efficient and quality-assured service delivery of entire work packages as well as IMAC or Break & Fix services. You will be required to support responsible teams in case of technical problems, e.g. in route cause analysis, and provide suggestions for continuous improvements on an operational level (ticket/request level), taking customer satisfaction into account. You will assess and assign up customer complaints or risks in service delivery and forwards them to the responsible parties with a high sense of urgency.
Customer Management

- Possess knowledge of all key contacts/stakeholders for ensuring service delivery in the medium term – Provide support to the Service Management & Delivery Lead in following or further developing the CC customer strategy – Will advises the customer on an operational level to continuously develop SOPs / procedures.

- Implement operational measures to increase customer satisfaction.

- Independently check whether the measures introduced increase customer satisfaction. Provide feedback to service management/delivery leadership if necessary.

- You will receive, process and respond to customer complaints in accordance with defined complaint management.

Service Management
You will be responsible:

- For playing your own role in opportunity governance

- For operational control and quality assurance of work packages

- To ensure the following aspects of service delivery:

- Adherence to contract and process specifications (scope of service, service level, processes, SOPs).

- Complete and timely recording of special services

- Correct and timely maintenance of ticket and asset data reporting

- To support - if necessary - in solving technical problems in their own area of responsibility

- To control and file acceptance protocols, service reports etc.

- For warehouse management for all onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of Deliveries, ...)

- For control and management of all rooms and spaces used on site by CC

- To identify and implement optimisation potential at operational level about efficiency and effectiveness at work package level.

- To carry out operational change management, identify changes and deviations in the contractual services owed and initiate a "change" in their own area of responsibility. Participation in the Change Advisory Board (CAB), if applicable.

- To ensure adequate staffing of the assigned support team as the basis for SLA-compliant and efficient service delivery. This includes deployment planning (creation of resource, deployment and shift plans, substitution and succession planning)".

- For recording and forwarding escalations to the customer, identifying risks in service delivery at an operational level, as well as assessing and forwarding technical information as appropriate.

People Management

- You will be responsible for the operational management of internal and external employees as well as management of Internal Service Provider (ISP).

- You will be required to integrate new employees into a new or existing operational situation.

- In your role, you will communicate procedural instructions to support teams and se