Senior Operations Manager - International Messaging Operations

<p><strong>Location Details:</strong> Serbia, Romania or India - Remote</p> <p>At GoDaddy the future of work looks different for each team. Some teams work in the office full-events or offsites. Your hiring manager can share more about this role’s hybrid or remote time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.</p> <p>This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.  International travel will be required for onsite observations of the BPO.</p> <p><strong>Join our team</strong></p> <p>As GoDaddy continues to grow, we are looking for a passionate team member who can successfully and effectively manage the day-to-day operation and relationship with vendors on a global scale. This Senior Operations Manager of Customer Care Messaging will work together with the Vendor Performance Manager to lead the BPO Vendor teams in delivering a WoW experience for GoDaddy and its customer by delivering on three core promises; <em>Deliver on Service Level</em>, <em>Create Great Experiences Often</em> and <em>be the lowest cost operator</em>.</p> <p>This leader supports the goals of Customer Care through daily performance and operational management. They are the designated mentor inspiring the best possible performance at GoDaddy vendor sites through targeted, data-driven operational management practices. They are an expert in leveraging competency-based operational assessments that help GoDaddy keep a pulse on vendor leadership execution, operational excellence practices, leveling-up the Guide training experience, and is focused on creating high-feedback, high-performance culture that is sustainable longer-term.</p> <p><strong>What you'll get to do...</strong></p> <ul> <li>Responsible for partnering with the Care Site leaders to support the day-to-day performance of outsourced operations – ensuring overall quality levels are delivered</li> <li>Partnering with Site leaders and BPOs Ops leaders for delivery of KPIs and Budget as per the Monthly targets</li> <li>Monitor and control cost related initiatives by working with the BPO Management office and BPO Partners</li> <li>Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from Guide experience to processes and best practices</li> <li>Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance for internal stakeholders – Customer Care and Marketing Leadership</li> <li>Identify opportunities for processes and best-practices adoption, tool adoption, develop and adjust SOPs to align with Customer Care globalization plans and strategy</li> <li>Partner with the Care Site leader to support efforts from internal and outsourced teams to conduct and engage in meaningful conversation during weekly, monthly, and quarterly business reviews</li> <li>Set vendors up for success by advocating for them when needed, and ensuring GoDaddy acknowledges and hears their feedback, prioritizing it to drive procedure and tooling improvements</li> <li>Demonstrate forward-thinking and having a comprehensive approach to delivering great experiences for the GoDaddy Customer</li> <li>Identify and develop talent within the team. Provide feedback to direct reports that facilitate personal and professional development</li> <li>Work shoulder to shoulder – Fostering and nurturing an employee culture that exemplifies the GoDaddy brand for employees, customer, partner guides and GoDaddy</li> <li>Perform other tasks and assignments as directed</li> </ul> <p><strong>Your experience should include...</strong></p> <ul> <li>3+ years of work experience managing BPO operations as client and/or vendor or in a customer care operations leadership role</li> <li>Experience with Chat, Messaging, ticketing, or other digital support</li> <li>Understanding of International culture and learning processes</li> <li>Excellent communication and influencing skills; proven experience of influencing other teams/groups where their support is critical to success</li> <li>An amazing team player, understanding cultural barriers and bridging business gaps</li> <li>Solid Project Management experience and ability to oversee multiple projects at once</li> <li>A willingness to undergo PMP and LSS and Tableau training</li> <li>Ability to multi-task and meet opposing demands</li> <li>An ability to identify upstream blockers, prioritize solutions and communicate effectively</li> <li>Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint, One Note)</li> <li>Ability to travel both domestically and internationally (25% of the year)</li> </ul> <p><strong>You might also have...</strong></p> <ul> <li>In-depth expertise in contact center operational leadership</li> <li>Previous experience launching and implementing new outsourc