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    Manager of Client Engineering - Vancouver, BC, Canada - Glia

    Glia
    Glia Vancouver, BC, Canada

    1 day ago

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    Description
    Manager, Customer Operations & Strategy
    Our award-winning technology powers conversations with customers for some of the world's largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

    Manager, Customer Operations & Strategy plays a key role in ensuring a successful product and service delivery to Glia's customers.

    The ideal candidate will have a strong background in management consulting and a track record of delivering strategic insights and operational excellence in a fast-paced, cross-functional environment.

    In this role, you will work closely with our Customer Success & Services leadership team to develop customer operations strategies and implement performance improvement initiatives while developing and leading an in-office team of Technical Support Engineers located in Vancouver, Canada.


    Customer Operations Strategy:

    Work closely with the Global Director of Client Engineering and other post-Sales leaders to develop and execute customer support strategies aligned with company objectives.

    Establish and monitor KPIs to measure team performance and customer satisfaction.
    Recruit, train, and manage technical support engineers.
    Provide mentorship, coaching, and performance feedback to team members.
    Set clear goals and performance expectations for team members and foster a culture that supports Glia values.
    Analyze support workflows and processes to identify areas for improvement and implement solutions.


    Technical Expertise:
    Stay up-to-date with the latest trends and technologies related to our products and services.

    Collaborate with cross-functional teams including Customer Success, Launch Management, Product Development, and Engineering to ensure a seamless customer experience.

    Prepare reports on team performance, customer feedback, and key support metrics as needed.
    Maintain comprehensive documentation of support processes, troubleshooting steps, and best practices.

    5+ years of experience in management consulting and a track record of delivering strategic insights and operational excellence in a cross-functional environment.

    ~ MBA preferred
    ~ Clear communication both verbally and in writing
    ~ Must be located in (or be willing to relocate to) Vancouver, BC, and willing to work from the office.
    ~ Interest in learning and supporting AI technologies.
    Diversity: 18 languages and 15 countries represented.

    Team events:
    annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
    *Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
    The Glia Talent Acquisition team is using only glia.
    Our customers would rate the service we deliver as "excellent".
    Our facilities contribute to a good working environment.
    To help businesses reinvent how they support customers in a digital world.

    Customers should be able to engage with a brand from where they're most comfortable and move seamlessly to other modes of communication as needed.

    Brands should be able to see the customer's screen to instantly understand the customers' point of view, and be their co-pilot to a satisfying experience.

    Glia's Digital Customer Service solution brings the in-person experience to all customer interactions - whether they start online or on the phone.

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