Operations Support Manager

Zappi Boston , MA 02108

Posted 2 weeks ago

About Zappi

In 2012, we set out to automate the world of market research. Now it's 2019 and we want to make the world of insights better, to scale expertise and to create the worlds most powerful enterprise research platform.

We knew back then that to have continued success we needed an environment that fosters constant learning and ambitious goals; a place where incredibly talented folks are empowered to do their best work with very little in their way. To realize our vision we are constantly in search of people who are smart, audacious, fun-loving, explorative, and passionate.

At Zappi we work hard to maintain an honest and transparent environment. We are humble; we hold ourselves and each other to account; we listen carefully to leverage our diversity as one of our biggest strengths; we value people who step up and show leadership, whatever their level or experience; and we deeply trust the people who work here to manage their commitments and their own time. If you are motivated by working with brilliant people and solving hard problems, you are going to love it here.

About the Role

We are looking for a Solutions Architect Manager to join our team as a leader and challenger. You will lead our solution architect team in the Americas region. Alongside your team, you will work closely with internal departments and stakeholders as well as external clients to provide ad hoc support on the proprietary software, to address and solve fieldwork issues, and provide information to the development teams for software improvements. You will be responsible for managing a team focused on customer delivery and internal initiatives that push the business to achieve our dream of automated end-to-end market research. The ideal candidate will have experience in a high performance environment, and be effective at personal time management, work prioritisation and multi-tasking.

Key responsibilities:

  • Regional team leadership including training and onboarding of new team members, maintaining team performance and motivating team members.
  • Establish a close working relationship with Customer Success and Sales teams who will work with you on finding the right balance between what our customers want and what works best with our platform
  • Build strong relationships with all internal stakeholders (Sales, Partnerships, Product Support, Client Success, Operations and Development teams) to represent technical blockers to client delivery and help drive adoption of platform features.
  • Triage projects and understand what is the best way to get something delivered.
  • Support customer delivery, fieldwork and escalations as needed.
  • Be an expert on our platforms.
  • Leverage technical solutions to create efficiencies in our processes and help design a delivery process with automation as a central tenet.
  • Be able to campaign for the changes required to support business priorities as they relate to project management and automation.
  • Understand and contribute to the business's metrics.
  • Maintain documentation for all solution architect activities including team processes, best practices, initiatives and FAQs

Who are you?

Youre an overly-organized, self-starter who rallies the troops and makes it happen. You are strong in both problem solving and the appropriate technical skills, to help understand and resolve raised issues and bugs. This is an opportunity for strong candidates to gain experience in the life cycle of agile software development, programming and customer communication environments.The ideal candidate will demonstrate an ability to juggle multiple projects, provide responsive customer service, and will proactively identify potential technology and/or service problems - leading the initiatives in the company for permanent resolutions.


REQUIREMENTS

  • Minimum 2 year professional experience
  • Experience managing or leading a team
  • Experience working in project management, sample design, or technical client services within market research
  • Proven ability to work in a fast paced customer focused environment
  • Curiosity for technology, marketing or consumer insights
  • Excellent written and verbal communication skills
  • Highly responsive while maintaining attention to detail
  • Proactive, highly driven and self-motivated with a great sense of initiative
  • Engaging
  • Strong team player, yet also able to take ownership of tasks
  • Organized
  • Comfortable working with tight deadlines
  • Calm under pressure
  • Problem solving oriented
  • A mind and voice for instigating change

Advantages:

  • BA/BS Degree or equivalent
  • Relevant industry experience; market research, sample design
  • Good negotiator

Benefits

  1. Competitive pay scales benchmarked annually
  2. Unlimited holidays - this is not a trap! We expect and encourage people to take plenty of leave.
  3. Flexible time and travel arrangements to/from work.
  4. Lunch provided plus fully stocked snacks, fruit, beers, drinks etc.
  5. Company paid Life, AD&D, Short term & Long term disability
  6. Immediate access to Zappi's Health Insurance Plan (50% employee contribution)
  7. Option to enter Zappi's 401k program after 90 days of employment
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You will be responsible for managing a team focused on customer delivery and internal initiatives that push the business to achieve our dream of automated end-to-end market research. The ideal candidate will have experience in a high performance environment, and be effective at personal time management, work prioritisation and multi-tasking. Key responsibilities: * Regional team leadership including training and onboarding of new team members, maintaining team performance and motivating team members. * Establish a close working relationship with Customer Success and Sales teams who will work with you on finding the right balance between what our customers want and what works best with our platform * Build strong relationships with all internal stakeholders (Sales, Partnerships, Product Support, Client Success, Operations and Development teams) to represent technical blockers to client delivery and help drive adoption of platform features. * Triage projects and understand what is the best way to get something delivered. * Support customer delivery, fieldwork and escalations as needed. * Be an expert on our platforms. * Leverage technical solutions to create efficiencies in our processes and help design a delivery process with automation as a central tenet. * Be able to campaign for the changes required to support business priorities as they relate to project management and automation. * Understand and contribute to the business's metrics. * Maintain documentation for all solution architect activities including team processes, best practices, initiatives and FAQs Who are you? You're an overly-organized, self-starter who rallies the troops and makes it happen. You are strong in both problem solving and the appropriate technical skills, to help understand and resolve raised issues and bugs. This is an opportunity for strong candidates to gain experience in the life cycle of agile software development, programming and customer communication environments.The ideal candidate will demonstrate an ability to juggle multiple projects, provide responsive customer service, and will proactively identify potential technology and/or service problems - leading the initiatives in the company for permanent resolutions. REQUIREMENTS * Minimum 2 year professional experience * Experience managing or leading a team * Experience working in project management, sample design, or technical client services within market research * Proven ability to work in a fast paced customer focused environment * Curiosity for technology, marketing or consumer insights * Excellent written and verbal communication skills * Highly responsive while maintaining attention to detail * Proactive, highly driven and self-motivated with a great sense of initiative * Engaging * Strong team player, yet also able to take ownership of tasks * Organized * Comfortable working with tight deadlines * Calm under pressure * Problem solving oriented * A mind and voice for instigating change Advantages: * BA/BS Degree or equivalent * Relevant industry experience; market research, sample design * Good negotiator * Competitive pay scales benchmarked annually * Unlimited holidays - this is not a trap! 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Operations Support Manager

Zappi