RevOps Second Line Manager

Are you a data-driven leader with a passion for operational excellence and team development? We are seeking a highly motivated and experienced Second Line Manager to join our dynamic RevOps team. In this role, you will play a crucial part in driving operational efficiency, ensuring service quality, and fostering a high-performing team environment.

What is RevOps?
RevOps (Revenue Operations) is a strategic approach that brings together all the teams responsible for generating revenue - Marketing, Sales, Product Fulfillment, and Post-Sales Support. By aligning these functions, we create a seamless customer experience and maximize revenue growth.  

What You'll Do:
This role offers a diverse range of responsibilities that blend hands-on operational management with strategic leadership. Here's a glimpse into your daily, weekly, monthly, and quarterly tasks:  

Daily:

• Monitor and address Quality Assurance (QA) alerts to maintain high service standards.
• Participate in daily stand-up meetings to track project progress and collaborate effectively.
• Conduct coaching sessions to enhance team skills and performance.

Weekly:

• Lead sprint execution, backlog grooming, and sprint planning activities to ensure agile project delivery.
• Collaborate with HR, QA, and training teams to drive continuous improvement and employee development.
• Conduct 1-on-1 meetings with team members to provide personalized support and guidance.
• Attend management meetings and performance reviews to align with organizational goals.

Monthly:

• Analyze operational metrics and KPIs to identify areas for improvement and track progress.
• Conduct performance evaluations and provide constructive feedback to team members.
• Contribute to financial forecasting and resource allocation.  
• Organize team-building activities and foster a positive and engaging work environment.  
• Participate in sprint retrospectives to identify lessons learned and drive continuous improvement.

Quarterly:

• Facilitate "Skip Level" meetings and focus groups to gather diverse perspectives and feedback.
• Participate in Town Hall meetings to communicate updates and engage with the wider organization.
• Contribute to Business Continuity Planning (BCP) reviews to ensure operational resilience.
• Engage in one-on-one sessions with stakeholders and the Operations Director to foster strong relationships and strategic alignment.

What You'll Bring:

• Proven experience in a leadership role within a fast-paced operational environment.  
• Strong understanding of agile methodologies and project management principles.  
• Excellent analytical and problem-solving skills with a data-driven approach.  
• Exceptional communication and interpersonal skills with the ability to motivate and inspire teams.  
• A passion for coaching and developing talent.

What experience do you need:

• 10 years of experience in GBS/Shared Services/BPO operations at multinational companies.
• 4 years of experience as People Manager
• 4 years of experience across the B2B customer lifecycle. Including Marketing, Sales, Contract Management, Onboarding, SaaS Solutions Fulfillment, Billing, Collections, Cash Application, Customer Success, Post-Sales Services, and/or Renewals.
• Studies in Computer Science, Engineering, Business, or a related field.
• English B2+

What could set you apart:

• B.S. or B.A. degree in Computer Science, Engineering, Business, or a related field.
• UiPath Studio X Certificate
• Scrum Foundation Professional Certificate - SFPC™
• French B2+

Primary Location:

CRI-Sabana

Function:

Function - Sales Support

Schedule:

Full time