Operational delivery manager

Competera uses Big Data and Deep Learning to change the way retailers do pricing. We are known for both: cutting-edge math 'under the hood' and for deep expertise in the pricing domain. We are now looking for an Operational delivery manager to build a centralized system with all levels of support ensuring Support teams design and capacity meets organization's needs.

Responsibilities:
- Build a centralized system with all levels of support ensuring Support teams design and capacity meets organization's needs
- Implement strategy to increase customer retention rates;
- Monitor alerts for customers issues, ensure all support teams reacts accordingly
- Developing metrics to measure teams' performance, Ensuring SLA are met
- Work as Delivery manager for key accounts
- Incident management, be an escalation point
- Support to other teams with customer service [cross-team collaboration with delivery team, service delivery managers]
- Product development support (contribute to backlog)
- Recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met. [work with team leads]
- Increasing teams' effectiveness by contributing to improving processes
- Grow and share knowledge of Competera products and processes built around them

Requirements:
- Leadership and people management skills,
- Hiring, Forming new teams, organization change management
- Building transparent, repeatable and scalable processes in software development companies
- Stakeholder management
- Root cause analysis, troubleshooting
- Tools: Jira & Jira Service Desk (Advanced), G Suite
- Advanced English proficiency + business communication skills

Desirable requirements:
- Tools: Intercom

Soft skills:
- Systematic mindset, Problem-solving, adaptability, Clear Communication, ability to work with minimal guidance

You're gonna love it, and here's why:
- Rich innovative software stack, freedom to choose the best suitable technologies
- Remote-first ideology: freedom to operate from the home office or any suitable coworking
- Flexible working hours and no time tracking systems on
- Regular performance and compensation reviews
- Recurrent 1-1s and measurable OKRs
- In-depth onboarding with a clear success track
- Competera covers 70% of your training/course fee
- 20 vacation days, 15 days off, and up to one week of paid Christmas holidays
- 20 business days of sick leave
- Partial medical insurance coverage

Drive innovations with us. Be a Competerian.