Global Operations Manager

The Global Operations Manager is responsible for overall quality and delivery of the supported collaborative services. The position is a leadership role in the Enterprise Operations organization and will be a people manager role. It is expected the individual will gain an in-depth understanding of the business to drive process and service improvements. The use of analytics and metrics to drive the continual refinement and optimization of the service is also a requirement. This leader will have to exhibit a history of strong cross functional ability, as well as the continued growth and expansion of collaboration services including enterprise audio visual support, project management, networking, video infrastructure, and managed service delivery. This candidate must be passionate about the future of collaboration and technology, all while providing amazing customer support in a fast paced environment.

Global Operations Manager Responsibilities

• Provides leadership, operational strategy and overall direction of Collaboration Technologies globally
• Build and maintain strong business relationships by engaging business leaders and Enterprise Engineering stakeholders to understand business goals, market insights, challenges, and global priorities
• Influences Collaboration Technologies Peers to develop strategies ensuring global support is aligned, cohesive, but tuned for regional needs to support all FB business functions, by delivering efficient, effective, and high touch support resulting in increases in FB workforce productivity
• Plan and drive program enhancements through defining, optimizing and managing effective business processes
• Responsible for all aspects of people leadership across multiple layers of leadership and IC within the org
• Defines hiring strategy & develops resources into a strong team with leading consultative approach when working with internal customers
• Develop strong partnerships with third party vendors in developing and maintaining service level agreements, ongoing management of service level compliance, and assist in driving the support knowledge base
• Drive adoption, prepare the team for new products/service releases and stay on the forefront of emerging industry practices
• Manage budget effectively & efficiently to balance business needs across our financial investment
• Ensure compliance with EE security and general controls are globally applied. Bring awareness of any local restrictions or complexities to greater organization
• Travel as needed including domestic and international

Minimum Qualifications

• Bachelor’s degree in Engineering, business administration or related field
• 5+ years experience senior leadership role in the appropriate field
• Industry knowledge of multiple operational functions and principles, including finance, customer service, production, VC and employee management
• Proven track record to plan and manage operational process for maximum efficiency and productivity
• Experience to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
• Proven experience to develop innovative solutions for increased productivity
• Working knowledge of data analysis and performance metrics using business management software
• Working knowledge of industry regulations and legislative guidelines
• Demonstrated experience with the following technologies, not limited to: client platforms, networking, infrastructure, security, applications, business intelligence, video conferencing, broadcasting
• Experience with budget and business plan development
• Great organizational, communication, and leadership skills, demonstrated by professional success