Technical Operations Manager
Taipei / KKStream - Customer Service / Permanent
In KKStream’s Strategic Business Solution Center, we are driven by a single mission: On-time delivery of quality solutions that fits, creating a happy and loyal customer. We are looking for a professional Technical Operations Manager to manage and ensure the smooth running of the organization’s operational services through planning & implementing operational go-to market strategies, enforcing right processes and practices, to create the best possible experiences for our customers. Successful candidates in this position are detail oriented and are effective communicators that can work collaboratively with a variety of teams and personalities.
Responsibilities: Work with project managers to plan go-to market service operations strategy and conduct smooth service transitions to ensure all operations are carried out in an appropriate and cost-effective way.Maintain a growing level of understanding about customer needs. Maximize first contact resolution for our customers through dedicated support, by understanding customer pain points & needs, and communicating effectively with customers and internal teams to provide timely response and solutions to customers.Manage end to end operations planning and issue management, from planning operation requirements, working with R&D development teams to build up a user friendly operation dashboard and tools, to facilitate 1st hand operation members in issue filtering to speed up customer clarifications. Following product launch, manage operational issues, coordinating cross functional teams to reach consensus, and arrange release schedules to meet customer’s needs.Monitor and analyze the services with tools, continuously finding better plans of improving the stability of our services and optimizing resources.Develop, implement, review, and optimize operational policies & procedures, and apply best practices, to get to the right outcomes faster and ensure smooth management & collaborations with cross-teams.
Requirements: Excellent communication skills in English.Minimum of three (3) years of work experience in R&D team, and work experience in project/product feature/operations management in SW industry, or equivalent experience.Proven work experience as SW engineer, Project/Product Managers, Operations Manager or similar role, with knowledge of project/product life cycle, and experience in explaining technical situations.Familiar with using third party tools for tracking the health of the system, and plan for improvement.Addressing operational concerns and issues, and oversee the development and implementation of operational issues and procedures to provide best customer experiences.Ability to work and react in a fast-paced, high-pressure environment/situations, with excellent interpersonal communication and organization skills to coordinate cross-team project activities, to build consensus and relationships among customers and colleagues.Ability to work with details and time-sensitive issues. A problem solver.Positive attitude with passion for learning
Nice To Have: Experienced in cloud service e.g. AWS, GCP.Experienced in software project management e.g. Agile, Scrum, CMMI.Experienced in using third party analysis tool e.g. Firebase, GA, Amplitude.Experienced in using operation dashboards e.g. Kibana, Grafana