Customer Services Operations Manager

Job Description

Now, more than ever, it’s not only convenience but safety we think about when we choose to shop online rather than going into an actual store. Cardinal, a Visa solution, is a global leader in authenticating digital transactions. We work every day to make the digital shopping experience safe, rewarding, and engaging. For over two decades, we’ve been bringing merchants, issuers, and shoppers together in an experience where everybody wins. With a singular focus, proven technology, and dedicated service, we continuously raise the bar for payment authentication around the world. We are one of the leading FinTech companies in Northeast OH. We are proud of what we do and how we do it.

When you work with us, you get the best of two worlds. Cardinal is a small company, with a welcoming, family-like atmosphere. But as a Visa solution, we offer the world-class resources and benefits of a global company. As companies with a worldwide customer base, both Cardinal and Visa realize the benefits of having a diverse employee base, both for our products and customer service. We are dedicated to continuous improvement in all that we do. We use Lean and Agile principles and rituals as the framework for achieving that improvement. To achieve these goals we need accomplished and ambitious people - people that recognize the value that comes with the varying perspectives, and the cultural awareness that comes with our diversity.

Location:
This role is eligible for remote work from anywhere in the US, or could be based out of our headquarters in Cleveland, OH.

Our Customer Services Operations Manager will be the “go between” our Global Customer Service team and the other groups to streamline operations, resolve issues, improve customer communications, and generally ensure that the Cardinal department relationships are as beneficial as possible. You will be dedicated to ensuring an excellent customer experience through ongoing proactive customer monitoring of our products and services. Also acting as a key contact with Operations as Liaison Support Captain to help customers with operational requirements in a challenging and critical setting. Candidates will be expected to effectively interact with Customer Service and Operations personnel at all levels within the organization and translate information to client facing.
What You’ll Do:
•Enable, manage, and monitor client anomaly detection in all channels (Pulse, Kibana, SMS, and Email) to improve effectiveness.
•Using statistical techniques analyzing results from data, using this information to create ongoing improvement of anomaly detection/alerts.
•Proactively discovering client issues, inform conclusions of root cause, remediation, and notifying clients.
•Manage incoming and outgoing inquiries through Operation Teams including Daily Monitoring (web, phone, email, Slack), communicates with Customers in a timely manner to ensure work is completed to their satisfaction start to finish.
•Introduce improved process of Customer Health during Deployment and maintenance monitoring
•Assist in planning work tasks associated with Operations and Product departments to ensure timely delivery of projects & support initiatives with customers and partners.
•Customer Status page management for Operations Maintenance and Service Degradation
•Technical Bulletins – Cardinal Product & e-commerce Industry Communication to our customers
•Contribute to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures
•Ensure tickets are responded to and in accordance with Customer defined Service Level Agreements (SLAs) – Response, Update, and Resolution SLAs
•Achieve and grow functional knowledge of Operations and internal software products
•Use creativity and innovation to automate and streamline processes and procedures
Manages the Root Cause Analysis (RCA) process start to finish for Cardinal incidents.

Competencies:
•Strong team player
•Technical writing
•Analytical troubleshooting and problem resolution
•Demonstrates sense of urgency and timeliness
•Accountability
•Resourcefulness
•Organizational skills
•Excellent Communication Skills
•Troubleshooting and problem-solving skills
•Quality Focused
•Motivated and self-starter
•Demonstrates attention to detail
•Identifies and resolves problems in a timely manner
•Pursues training and development opportunities
•Maintains confidentiality
•Puts success of team above own interests
•Inspires respect and trust
•Supports organization's goals and values

What We Need You to Have:
•Bachelor's degree from four-year college, or university; Computer Science or similar technology discipline
•4+ years of eCommerce and or Operations experience

What We Would Like you To Have:
•Intermediate level understanding of eCommerce and Cardinal’s technology methods/language – JavaScript, API, native app SDKs, etc.
•Understanding of operational infrastructure, policies, and procedures
•Basic SQL capabilities to extract and analyze data
•Intermediate level understanding of Kibana or Tableau
•Experience diagnosing, reporting, tracking, and resolving software issues
•Experience in direct customer communication
•Ability to use MS Office products
•Advanced knowledge of the ecommerce industry.
•Strong Listening and Retention
•Ability to function independently and in team environment
•Ability to meet deadlines

Physical Requirements:
This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms. Cardinal/Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Cardinal/Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.