We have enjoyed rapid growth as an organization, and to take our operational efficiency to the next level, we are building out a Support Operations team. The person who fills this new Manager role will play an essential role in helping to scale our team. You will have a dual mission:

1. Arm the leadership team with insights necessary to deliver a fantastic customer support experience. You will identify opportunities to improve our efficiency and performance, and help drive their execution; have the challenge and opportunity to build out a robust analytics program, and work closely with leaders within the Support organization.  You will also collaborate with Product, Services, Sales, and Marketing to provide data-driven feedback on our customers’ experience. As our lead analyst, you will be heavily focused on data analysis and reporting.

2. Lead the new Support Ops Team. You will manage a small group of highly skilled individuals with a range of expertise. You must bring this group together, establish goals, and help the team execute.

This is a unique opportunity for someone who loves operations, lives and breathes analytics, and enjoys coaching and managing groups. To succeed, you will have to be a builder, a thinker, and a leader.

SPECIFIC DUTIES and RESPONSIBILITIES:

• KPIs and Reporting:  Prepare dashboards and reports for Support leadership, and monthly presentations for PrismHR’s Senior Leadership Team and Board of Directors
  
• Data Analysis:  Incorporate multiple inputs to measure productivity, analyze trends, and identify opportunities for operational improvements to systems, process, knowledge, and/or communication
  
• Team Leadership:  Coach, develop, and manage a small group of individuals with diverse talents
  
• Execution:  Support and, in certain cases, drive continuous improvement initiatives
  
• Budgeting and Forecasting:  Build forecast models to anticipate needs; plan and maintain the departmental budget
  
• Cross-Functional Collaboration:  Partner with Product Delivery, Services, Marketing and Sales to provide insight into the overall customer experience and identify ways to improve it        
  

REQUIRED SKILLS and EXPERIENCE:

• Strong analytical skills, with previous experience deriving insights and reporting on findings
  
• Proven leadership skills; ability to develop individuals and foster teamwork
  
• Experience with analyzing operational efficiency and/or driving improvements
  
• Desire to work in a fast paced, performance and deadline-driven environment
  
• Ability to prioritize multiple objectives and work efficiently to meet deadlines
  
• Ability to work independently, but also to collaborate and leverage others’ input and ideas
  
• High level of proficiency in MS Excel and Powerpoint
  
• Intellectual curiosity
  
• Bachelor’s degree or an equivalent combination of training and experience 
  

DESIRED SKILLS and EXPERIENCE:

• Experience in a customer support organization, either in a front-line or operational role
  
• Experience with Salesforce.com reporting
  
• Familiarity with statistical analysis tools and practices
  

PrismHR is an EO/AA/VEV/Disabled Employer 
Diversity Candidates are encouraged to apply