Technical Support Operations Lead

About the role

If you have a Candidate Login already, but have forgotten your password please use the steps to reset your password. If you have forgotten your email login, please contact servicedesk@welocalize.com subject Workday Candidate Login When creating your Workday account and entering personal information like name, address, please do not use ALL CAPS. Thank you! NOTICE: For Privacy Policy please review here Job Responsibilities: The Community Operations Lead is responsible for the operational best-practice of Welo Data's community-facing processes and tools. Through best-in-class utilization of technology and rigorous, data-driven processes they establish and ensure all community-facing activities across Welo Data are of a high standard, informed by the successes of the Community Experience team. By implementing standard operating processes in the utilization of platforms and technology, the Community Operations Leads ensures a consistent, high quality experience for our community and the teams that support them in their day to day activities. Key Responsibilities Work with stakeholders within Community Experience and the wider Welo Data group to ensure that all teams have excellent operational processes in place for all their community-facing activities (support, onboarding, communication, user management etc.) Analyze, review, and iterate existing established operational processes Drive the utilization of technology such as automations and AI to reduce operational overheard and to increase overall efficiency Be data-driven and measure and report on the quality and quantity of work before and after improvements Lead a team of community managers and specialists to deliver against key business goals and objectives across multiple different disciplines and areas of focus: The Community Support Manager to drive a "community success" mindset and ensure the Welo Data Community is receiving a high quality support & onboarding service The Platform & Tech Manager to ensure the Community Experience teams are getting the most out of all the platforms that are utilized in their day-to-day Test, pilot and deliver appropriate initiatives, tools, and processes to deliver on these goals Support "ad hoc" operational requests and requirements within the wider Welo Data organisation Additional Job Details: Qualifications & Skills 5+ years of experience in operations or support management, or a related role Experience in managing people and teams to deliver high quality work across multiple time zones and disciplines Highly analytical and experienced in setting goals, defining metrics, and creating reporting to track progress of teams and individuals Excellent stakeholder management skills; a proven track record of influencing teams and people at various levels of seniority in adapting to new processes Strong understanding and adaptability of operational requirements and differing needs of project teams, and an ability to adjust own approach to ensure successful adoption of operational best practices Ability to create and present data-driven strategy, challenges and results to stakeholders Ability to collaborate effectively with cross-functional and international teams Strong analytical and problem-solving skills

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