Manager, Customer Operations

Location requirements:

Remote based role. Open to candidates in the United States. 

About the Role:

BigPanda is seeking an experienced Technical Support leader to join and manage the Global Level 1 Support team: Customer Operations.

The Customer Operations team is responsible to initiate and manage our customer and partner troubleshooting journey toward a swift resolution to any technical inquiry. Ensuring we are proactively monitoring the BigPanda ecosystem, detecting any issues within BigPanda, proactively notifying impacted customers.

In this role, you will help foster a world-class Customer Support Team that will provide our enterprise clients with exceptional proactive engagement and partnership related to their BigPanda implementation. You will also be responsible for partnering with the SRE, R&D, and Customer Organization teams to improve operational efficiencies. 

What you will do:

• Scale a Customer Operations team responsible for monitoring BigPanda and proactively engaging customers if any issues are detected
• Leadership and direct management of a high performing team, including recruitment/hiring, development, and performance management
• Manage regular volume forecast, team utilization, and team health and ad-hoc reporting as needed to manage and communicate risk
• Partner with the SRE, DevOps, and Customer Organization teams to identify and prioritize new initiatives
• Establish and share processes for runbook creation and ongoing maintenance
• Manage incident communication, working with teams such as Support, Engineering, Professional Services through incident resolution
• Contribute to methodologies, best practices, and techniques to improve our Customer Operations process and programs

What skills and experience you’ll bring to BigPanda:

• 5+ years of Customer Support or Operations Center leadership experience in a SaaS environment
• 8+ years of Customer Support or Operations Center experience
• Experience managing and scalting high performing team, including recruiting, training, and development
• Strong operational management, project/program management, consulting, and process improvement skills
• Strong empathy for customers and a passion for continuous improvement
• Exceptional communication skills

About Us:

BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations.

With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, Abbott, Marriot and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences.

BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners. 

We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career. 

Our Benefits:

• Competitive equity
• Remote-first environment
• Unlimited PTO 
• Comprehensive health benefits
• #PandaParent support. Combined total of 18 weeks fully paid leave for all new parents
• Financial planning services
• Employee learning & development budget
• Values-based recognition (quarterly and annually)
• Social community & ERG programs
• Dog friendly office
• Lunches provided in office
• Flexible work environment
• Values-based culture

Please note that visa sponsorship is not available for this position.

Pay Scale: $128,000 - $154,000 USD Annually

BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run three (3) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience.

BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Note: BigPanda is an E-Verify Employer

If you need assistance or an accommodation due to a disability, you may contact us at [email protected].