Technical Support and Operations Manager
Pantheon
Manila, Philippines
3d ago

As a Pantheon Technical Support and General Operations Manager, you will lead the day to day support team operations and administration for our amazing Customer Success team in the Philippines.

You are a skilled team lead in DevOps and have success in a leadership role, while also being versed in operations management and overseeing broader business functions.

You will join the long established team of 6 years in building the future of Pantheon in the Philippines to shape a category defining website operations platform.

At Pantheon, we put the power in the hands of our customers by delivering the most complete, bulletproof, and creativity-enabling platform for professional website creation.

As an General Manager, you will :

  • Be the technical mentor for a support team which supports thousands of mission critical websites.
  • Build meaningful engagement, onboarding and ongoing training and enablement programs for all Pantheors hired into the Philippines
  • Review performance and manage overall health of support operations across the region through the adoption of policies, reporting and analysis, leadership over strategic projects, process improvements and business continuity assurance
  • Maintain an effective line of communications between local teams and company management at all times
  • Prepare and manage country budget for all general support activities including local recruiting, team events, and other strategic priorities in coordination with regional and global leadership
  • Actively collaborate with local support functions on matters for tax, regulatory, banking, employment, and legal as directed by global leadership
  • Manage local vendor relationships in accordance with company guidelines and processes
  • Participate in critical customer and prospect initiatives at conferences, bid processes and training events
  • Conducts special projects as assigned
  • What uniquely describes you :

  • You demand expertise from yourself and your team and are accountable for the success of our clients
  • You have run large complex websites or web applications and have a thorough understanding of devops, distributed infrastructure, website performance, and Continuous Integration
  • Excellent track record of meeting operations targets and early identification of performance gaps
  • Proven ability to win the hearts and minds of your people in a fast-growing global company
  • Analytically driven (with both words and numbers)
  • Demonstrated ability to self-evaluate and invest in continuous improvement
  • Strong initiative to own and accomplish projects from initiation to reporting and remediation
  • Consistently makes sound and timely decisions after analyzing all aspects of a situation
  • Combines knowledge, curiosity, imagination, and evaluation to achieve desired results
  • Requirements :

  • Minimum 7 years of relevant experience in technical support, cross functional leadership role, and / or general operations management in devpps, system reliability or web application development
  • Minimum of 3 years managing technical teams, key business metrics, and financial performance for a critical business function or region
  • Effective manager of high stakes vendor relationships particularly with leasing
  • A model for steward leadership with a clear awareness of strengths and development objectives
  • Proven negotiation skills, and are comfortable dealing with all levels of our organization
  • Strong organizational, project management, and execution skills
  • Proactive approach to recognizing needs, anticipating issues, and solving problems
  • Ability to balance and prioritize multiple time-sensitive tasks, and manage competing priorities effectively and independently, including driving results and delivering to deadlines and budgets
  • Ability to work effectively and collaboratively with cross-functional teams not in your direct reporting structure including finance, legal, marketing, HR, and recruiting
  • Strong interpersonal skills, team-oriented attitude, and superior attention to detail
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