[Remote] Post Production Services Operations Manager
Note: The job is a remote job and is open to candidates in USA. Everforth TopBloc is a Workday boutique partner firm that provides fixed-time, fixed-price Workday deployment services and on-demand Workday support. They are seeking a Post Production Services Operations Manager who will manage client support operations, ensure effective onboarding, and maintain customer data for ongoing service excellence.
Responsibilities
- Support and manage the Client Partner Program, including maintaining Confluence documentation and overseeing customer assignments
- Coordinate and participate in Help Desk onboarding activities, ensuring smooth transitions for new team members and clients
- Own and oversee the customer distribution channel, including managing mass communications such as newsletters, termination notifications, and cyclical updates
- Maintain and manage the Customer Central Tenants, including user creation and role assignments
- Serve as the primary backup for the Help Desk Coordinator, ensuring seamless continuity of operations during their absence
- Add new clients to Smartloader and ensure ongoing maintenance of accurate client data
- Handle tenant password resets and assist with troubleshooting user access issues
- Continue to improve the efficiency of the Help Desk by supporting general documentation, streamlining processes, and providing administrative assistance as needed
Skills
- Minimum of a Bachelor's Degree
- Experience with ticket management tools - Jira, ZenDesk, SalesForce, ServiceNow
- 1+ years experience with high volume ticket management
- Reporting and data analytics on ticket volume/trends experience
- Experience troubleshooting and creating dashboards through ZenDesk and/or ServiceNow
- Advanced knowledge of Microsoft Office Suite, particularly Microsoft Excel or Google Sheets
- Passion for exceptional customer service and customer collaboration
- Strong communication skills, both written and oral
- Ability to interact and collaborate effectively with clients and co-workers in a positive manner that engenders confidence and trust
- Good problem solver with ability to consider alternative and diverse perspectives
- Workday Certification
- Prior management experience
Benefits
- Fast-paced and result oriented work culture with competitive base salary
- Health, Dental, Vision, Disability, and Basic Life Insurance coverage
- Additional voluntary life insurance available
- Paid Parental Leave & Pregnancy Related Medical Leave
- Generous paid sick leave
- Unlimited PTO
- Monthly wellness/gym subsidy
- Monthly phone subsidy
- 401 (k) and ROTH retirement savings plan with matching
- Employee Assistance Program
- Company sponsored volunteer opportunities, LinkedIn Learning access, company and team outings
- Adoption Assistance
Company Overview