Job Title: Manager of Business Operations

Location: Remote (Some travel may be required)

Job Type: Full-Time (Primarily Remote)

Company Overview:
NOCLAND is a leading provider of Network Operations Centre (NOC) and Service Desk services, catering to municipal and regional service providers. We are dedicated to delivering exceptional service to our clients through innovative solutions and a commitment to excellence. As we continue to grow, we seek a dynamic and experienced Manager of Business Operations to join our team.

Position Overview:
The Manager of Business Operations will oversee the daily operations of our Network Operations Center (NOC), lead sales initiatives, manage financial responsibilities, and ensure adherence to Service Level Agreements (SLAs). This role requires a strategic thinker with strong leadership skills, a deep understanding of business operations, and a keen interest in leveraging artificial intelligence (AI) technologies.

Key Responsibilities:

Oversee NOC Operations: Manage the day-to-day activities of the NOC, ensuring high performance and efficiency.
Sales Leadership: Lead sales calls and meetings, providing operational insights and support to potential and existing clients.
Client Relations: Conduct monthly video updates with customers to maintain strong relationships and address any concerns.
Financial Management: Oversee budget management, financial planning, and reporting to ensure the company's financial health.
Strategic Planning: Develop and implement operational strategies that align with the company's goals and objectives.
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
AI Integration: Embrace and learn AI technologies to enhance operations and customer service.
SLA Management: Ensure SLA compliance, monitoring key metrics such as response times, resolution times, and customer satisfaction.
Team Collaboration: Participate in periodic in-person team meetings and attend industry conferences as needed.

Qualifications:

Experience: Minimum of 2 years in business operations, preferably in a technology or NOC telecom environment serving municipal and regional service providers.
Leadership Skills: Proven ability to lead and manage teams effectively.
Sales Acumen: Experience in leading sales initiatives and customer interactions.
Financial Literacy: Strong understanding of financial management, including budgeting and forecasting.
SLA Knowledge: Familiarity with call center metrics and SLAs, including key performance indicators such as First Call Resolution (FCR) and Average Speed to Answer (ASA).
AI Proficiency: Comfortable with or eager to learn and work with AI technologies to improve operations.
Communication Skills: Excellent verbal and written communication skills.
Remote Work: Ability to work effectively remotely and attend in-person meetings as required.

Benefits:

Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Opportunities for professional development and career advancement.
Flexible remote work environment.

How to Apply:
Interested candidates should submit their resume and cover letter.

Job Types: Full-time, Permanent

Pay: $60,000.00-$70,000.00 per year

Benefits:

Dental care
Extended health care
Flexible schedule
Life insurance
Paid time off
Work from home

Schedule:

Monday to Friday
On call

Work Location: Remote

Expected start date: 2025-02-24

NOCLAND

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Manager of Business Operations