Cobalt - the automotive industry's most comprehensive provider of integrated solutions for digital advertising – seeks an Operations Manager. The Operations Manager is responsible for ensuring all Service Operations projects are successfully managed and completed from inception through training and deployment.  The Operations Manager is responsible for day-to-day management of all assigned Services operations project management and training personnel and related initiatives and projects.  This position will monitor and drive key projects assigned to Operations Project Managers and provide a point of contact for team members and other internal customers as it relates to these projects or other operational responsibilities. This position is also responsible for providing management oversight on all key training projects and initiatives, including new hire and continuing education programs.  This position works with the Sr. Manager, Operations to assist the Operations teams and Services management personnel on ensuring all groups within Services are successfully prepared for product and system launches.  Focus areas include project management, managing internal project communication and messaging, oversight of project management methodology and personnel, and oversight and support of Services training program and personnel.  The position also provides cross-functional coordination and resource assignment on key projects between various team managers, other departments, and vendors as appropriate.  This position also provides excellent service to our internal and external customers. 

Key Responsibilities:                  

Operations Management.   Provides management oversight to projects and training efforts impacting all functional areas of the Services department.   

• Establishes recurring project and team meetings to ensure project/tasks are progressing and delivered on time
• Identifies processes inefficiencies and makes recommendations to improve on these inefficiencies
• Ensures all reporting, project communication, etc coming from team is accurate, timely and complete
• Works with identified Cobalt resources to ensure successful deployment of new projects and training specific to assigned functional areas
• Coordinates and communicates with appropriate groups on project deployments and updates
• Works with training lead and senior team personnel on training methodologies and ensures coordinated effort on launches and initiatives
• Identifies and drives resolution to project issues impacting Services
• Works with Sr. Manager, Operations to ensure all business priorities are identified, managed, and delivered on time and within desired specifications

 Team/Project Supervision.   

• Supervises/Coaches assigned Operations personnel on a day-to-day basis
• Provides regular coaching feedback to assigned personnel when needed/appropriate
• Acts as primary escalation point for all assigned personnel, processes, and projects they support/manage
• Works with Sr. Manager, Operations to assign projects to team resources and ensure timely completion of assigned tasks/projects
• Fills in for Sr. Manager, Operations when needed

Business Analysis/Project Management.  The Operations manager ensures timely and accurate delivery of key projects and initiatives managed by the project and training team. Also performs a variety of tasks relating to business process flows, process/project administration and oversight, and project/initiative monitoring associated with any of the Services functional areas. 

• Ensures all assigned tasks and projects within Operations team are successfully managed to completion
• Interacts successfully with Service teams and management staff to provide seamless project and system delivery
• Provides project management and analysis oversight to ensure milestones are met and project/tasks are delivered in a timely manner
• Provides Subject Matter Expertise to Services user community on key processes and workflows
• Attends departmental and team meetings.
• Performs all job functions with a positive, professional attitude.

• 6+ years of personnel management/supervision in a technical corporate environment, preferably managing project management, trainers and/or like positions
• 4+ years experience developing, administering and/or supporting functional and business processes in a corporate environment required
• 4+ years experience using MS-Office suite of products, including Project, Outlook, Excel, Word, Visio, and PowerPoint, including intermediate level of experience using MS-Project required
• 3+ years of previous call center operations, PMO or related experience in a technical, operational, or similar role required
• 2+ years of end user experience using Oracle CRM or like CRM system (e.g. SAP, Clarify, Siebel, Salesforce, etc) required
• 2+ years of business or business systems analysis experience preferred
• Experience with managing internal training programs preferred
• Experience working in a corporate environment, preferably in high tech customer service environment
• Proven ability to work independently in a team environment
• Proven ability to manage and complete tasks according to assigned timelines
• Knowledge of personnel management and coaching principles
• Knowledge and technical understanding of CRM systems/tools as it relates to the customer/agent experience
• Knowledge of project management principles and methodologies
• Ability to perform intermediate business and business systems analysis
• Ability to communicate in a clear, concise manner to both technical and non-technical audiences
• Ability to create and maintain business and/or functional requirements documentation
• Knowledge of call center operations or like environment preferred
• Ability to create and apply use cases desired
• Intermediate to expert level experience using MS-Project, MS-Excel and MS-Word required
• Experience using web-based applications/tools
• Ability to format and layout data and information in clean and clear, presentable manner using MS-Office tools, including Excel, Word, and PowerPoint
• Demonstrated ability to quickly learn using new internet-based software tools
• Strong analytical and documentation skills
• Self-starter, demonstrated ability to work independently in a team environment.
• Strong verbal and interpersonal skills; exceptional writing skills demonstrated by delivering clear, correct and timely communications and effectively working with others
• Ability to effective lead teams to achieve common goals

Cobalt – Culture and Benefits

The Cobalt work environment is fast-paced, energized, informal and fun, but with a serious focus on quality, customer service, innovation, and an ongoing commitment to excellence. Benefits include medical/dental/vision and wellness programs for employee and dependents (including domestic partners), life insurance, paid vacation time, personal days, sick leave and holidays, 401K with match, employee referral bonuses, stock option plan, subsidized parking fees and bus pass, onsite gym, and more.