Service Operations Manager

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🕒 February 14

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LigaData

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

📡 Telecommunications

🤝 B2B

Artificial Intelligence • Telecommunications • B2B

LigaData is a company that provides data and AI-driven telecom products and services tailored for communications service providers. Their offerings include the LigaData Telecom Data Fabric, which unifies and correlates subscriber and operations data, and the LigaData Data Platform, which offers innovative and cost-effective ways to manage and analyze large volumes of data. They also offer AI apps to address telecom data and analytics use cases, and provide various managed services and professional services to support their products. LigaData partners with major cloud providers like Google Cloud Platform, Microsoft Azure, and AWS to enhance their telecom tech solutions with AI and cloud innovations.

📋 Description

• Lead and manage a team of MSO Engineers, providing guidance, coaching, and performance feedback. • Design and optimize support processes and workflows to enhance efficiency, productivity, and customer satisfaction. • Establish metrics and performance indicators to measure the effectiveness and efficiency of the support process. • Drive continuous improvement initiatives by analyzing department performance reports and identifying recurring issues. • Maintain cost-effective operations and meet gross margin goals.

🎯 Requirements

• Bachelor's degree in a relevant field (Computer Science, Engineering, or related discipline) is preferred. • Previous experience in technical support or customer support roles, with at least 5-7 years of experience in a leadership position. • Strong understanding of support processes, methodologies, and best practices, focusing on process engineering and optimization. • Experience in managing and mentoring MSO teams, with the ability to motivate and develop team members. • Excellent analytical and problem-solving skills, with the ability to analyze data, identify patterns, and drive data-informed decisions. • Proficient in using support tools and systems, such as ticketing systems, knowledge bases, and customer relationship management (CRM) software. • Proactive mindset with a passion for continuous improvement and providing exceptional customer support. • Proven experience implementing automation and/or AI-driven solutions within support or operations environments. • Strong understanding of process automation, workflow orchestration, and data-driven optimization.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development