Manager of Customer Operations

About PacketFabric

Quickly maturing startup seeking like-minded Manager of Customer Operations! PacketFabric redefines how companies procure, consume, and manage their network connectivity. The technical team is a small, talented, and close-knit group and we need some help to make operations flow smoothly.

What PacketFabric offer:

What PacketFabric doesn't offer:

Description

As a Manager of Customer Operations you should be the type that appreciates diversity in your day, and relishes challenges outside of your comfort level! You will be working with some of the most technically talented individuals in the industry on a cutting edge Network as a platform. So you must come armed with well developed problem solving and collaboration skills.

We have the industry leading NPS score, all you have to do is keep it. This is not your typical customer support role, and you must have the ability to work with highly technically skilled individuals and teams.

A typical day in the life of a PacketFabric Manager of Customer Operations might include these types of activities:

Requirements

The right candidates will most likely have a BS or CS degree and have a strong background in customer facing roles, with a proven track record of completing projects on time in spite of obstacles.

  • Candidates should have extensive experience in customer facing roles at SaaS, cloud, and/or network environments.
  • Experienced in leading operational teams in a 24/7 environment.
  • Expert using root cause analysis to identify company wide improvements and present these across engineering teams and stakeholders.
  • Strong desire to automate any repetitive tasks and surface maximum information to the customer for self service.
  • Passion for identifying opportunities to increase efficiencies and accelerate processes through tools and automation.
  • Strong understanding of operational metrics and processes centered around customer experience.
  • Ability to juggle multiple priorities while staying calm and bringing the focus to the customer.
  • Understanding of security best practices as it relates to outstanding customer service.
  • Working understanding of current provisioning and operational tooling best practices.
  • Experience with managing tasks, with a highly organized mindset.
  • Extreme customer facing mindset, with the ability to communicate with customers and internal teams when under intense pressure.
  • Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI’s, and SLA’s.
  • Maintaining our outstanding NPS score.
  • Not too big for the small jobs, not too small for the big jobs

Preferred Experience

  • Experience with large scale networks either in telecom infrastructure, or cloud infrastructure.
  • Experience with layer 2 and layer 3 networking concepts, such as L2VPN, BGP, MPLS.
  • Experience with major datacenter providers (Equinix, Digital Realty Trust, Coresite, etc).
  • Experience in cloud, telecom, and datacenter support models that are tightly integrated with the engineering organization.