Manager - Customer Technology Operations

Cielo•Wauwatosa, WI

2h•Remote

About The Position

The Manager - Customer Technology Operations drives operational excellence within Cielo’s Customer Technology team. The role manages vendor relationships, maintains operational documentation, and supports product management initiatives, including leading communications for Customer Technology. This is a remote position in the United States. Applicants must have the legal right to live and work in the United States.

Requirements

Bachelor's degree in business, technology, or a related field, or 5+ years of experience in technology operations or a similar role.
Strong project management and organizational skills.
Excellent verbal and written communication abilities.
Proven experience with vendor management and contract administration.
Proficiency in ZIP, Jira, Zendesk, and other relevant technology platforms.
Experience in technology operations within a Talent Acquisition organization.
Proficiency in Microsoft Office Suite.
Experience with project tracking tools such as Jira and Smartsheet.
Understanding of technology operations and support processes.
Familiarity with contract management systems.
Strong leadership and team collaboration abilities.
Excellent time management and prioritization skills.
Proactive approach to problem-solving.
Customer-focused mindset.
Professional demeanor and strong work ethic.

Nice To Haves

Strong attention to detail and process orientation.
Excellent problem-solving and analytical skills.
Ability to understand and improve complex processes.
Experience with change management methodologies.
Strong interpersonal skills and ability to build relationships.
Self-motivated, with the ability to work independently.
Adaptable and flexible in a fast-paced environment.
Experience creating documentation and training materials.

Responsibilities

Identify and implement process improvements across Customer Technology.
Maintain organized documentation systems for operational processes.
Monitor and report on operational metrics and KPIs.
Develop and implement best practices for operational efficiency.
Create and distribute release notes for technology updates and implementations.
Manage Jira operations, including tool enhancements and process improvements.
Oversee Zendesk administration and maintenance for customer technology tools.
Develop and maintain training materials for customer technology solutions.
Support voice-of-customer activities across Customer Technology.
Oversee vendor relationships, including contract management, invoicing, and purchase order processes.
Execute and track vendor contract signatures and manage vendor sunset processes.
Communicate regularly with technology vendors to build and nurture strategic relationships.
Maintain vendor documentation and tracking systems for renewals.
Lead communications for Customer Technology operations.
Manage and coordinate technology outage communications.
Organize and facilitate governance meetings, including setting agendas, documenting discussions, and following up.
Ensure change management processes are followed and documented.
Perform other duties as assigned.