Our Professional Services team continues to grow and expand our reach, skills, and resources and we are seeking an Operations Specialist for our AI & Custom Services (AiCs) team. This role will provide key oversight across the team to consistently deliver quality implementations of our AI products and custom solutions, with effective utilization and responsible execution. Responsibilities include oversight of our pre-sales activities, implementation projects, internal reporting to leadership, operations and finance, and contractor relations and staffing. This position will report to the AiCs Operations Manager and should expect to work closely with a variety of leaders across the team.
Responsibilities
- Overseeing daily activities of the IVA, Agent Assist, AI Tuning and Custom Solutions case and project queues.
- Assisting with training and oversight of timecard entry, PSA procedures and other processes set by leadership, operations and the PMO.
- Supporting leadership with performance evaluations using PS tools such as Five9 Studio, VCC, Monday.com, PSA (Salesforce), Lucid Chart, etc.
- Ensuring quality and completeness of deliverables from contractor resources
- Maintaining and updating documented processes and procedures
- Assistance with implementation of PS business strategies.
- Reviewing Professional Services Automation tool data such as timesheets and projects to ensure adherence to department standards.
- Coordinating effectively with other internal teams and stakeholders to prioritize and staff customer projects, presales efforts or drive process improvement.
Qualifications
- Bachelor's degree in business administration or a related field, or equivalent work experience
- Minimum 5 years experience in professional services management or a closely related role
- Excellent leadership and management skills
- Strong analytical and problem-solving skills
- Ability to work under pressure and meet deadlines
- Excellent communication and interpersonal skills
- Proficiency in Microsoft Office applications, Salesforce, Monday.com, Jira / Confluence
- Knowledge of industry standards and regulations
- Ability to multitask and prioritize tasks efficiently
- Strong attention to detail and accuracy
This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.
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