Operations Lead, Technical Support

Job Summary

To support the Grid Automation NAM Customer Technical Support team, the full-time Operations Lead, Technical Support will manage the operational infrastructure, focusing on process design, KPI reporting, and systems coordination in a remote environment.

Key Responsibilities:

• Document and standardize case management workflows across product lines while identifying and resolving process gaps
• Develop and maintain standard operating procedures (SOPs) and dashboards for KPI reporting, ensuring data consistency and accessibility
• Act as the primary operational liaison between Customer Technical Support and adjacent functions, representing operational needs in cross-functional discussions

Required Qualifications:

• Bachelor's degree in Business, Operations, or a related field, or equivalent education and work experience
• Minimum of 5 years of experience in an operations, process, or data coordination role within a technical support or services environment
• Strong data and reporting skills, with proficiency in Salesforce and familiarity with SAP
• Experience with contact center platforms such as AWS Connect or equivalent
• Proven ability to work across functions and influence without authority