Who We Are: 

KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads. 

We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront. 

About the Role: 

As the Sr. Technology Operations Manager, you will report to the Director of Support Operations & Enablement, leading the Operations function of our highly technical support function. Your scope will include the following teams; Help Center, Workforce Management, Technology and Data Analysis. You will bring your deep knowledge of call center infrastructure and work to drive efficiency, innovation and strategy to the Support organization. This role is pivotal in improving customer loyalty and experience by taking ownership of customer service delivery and technology enablement while acting as an interface with key service partners and cross functional teams. The Senior Manager understands what is required to build high performance teams to deliver best-in-class customer experience as well as leverage content and technology to drive case deflection. You are an experienced people manager, with a passion for customer experience and technical implementations. You have experience leading Operations teams in BPO and/or in house environments.

What You’ll Do: 

• End-to-end understanding of Customer Support Technology including: IVR, Chatbot, AI, SFDC, and API integrations.
• Manage budget, project schedules and direction of the Tech Ops team, create & implement intake process for ongoing-business technology needs
• Define & implement workforce management best practices, including; streamlining current processes, leveraging current technology and identifying new solutions to reduce team workload & reduce manual management of 150+ growing support org
• Align with leadership on Help Center strategy to reduce case volume, increase deflection and build out clear technical knowledge base
• Drive cross-functional initiatives regarding case deflection & automation
• Manage technology licenses & contracts for support organization 
• Enrich and mentor technology focused teammates to gain tool knowledge, complete certifications and trainings to further complete the skill set needed to support the global support organization 

What We’re Looking For: 

• Extensive experience in SFDC & Gensys/other telephone software
• Experience implementing IVR, Chat & API integrations in both hands on and leadership roles
• Experience implementing & maintaining customer facing Help Centers
• 3-5+ years in leading & managing individual contributors and supervisors
• 2-3+ years working with Call Centers both in house & BPOs
• Should have held a leadership role in technology/support focused operations with responsibility for internal and external customer service and preferably with experience in consumer software/hardware goods 

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.

Please review our Candidate Privacy Notice here.

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