JOB SUMMARY:
As the Manager, Business Operations at Haivision, you will lead a team responsible for delivering a seamless and efficient order fulfillment experience. Acting as a key liaison between customers and internal departments, you will ensure that operational processes are executed accurately, on time, and in alignment with internal standards and customer expectations.
In this role, you will lead core business operations functions such as issuing product licenses, provisioning cloud service accounts, sales support, training , return merchandise authorization and maintaining accurate customer records, including license requests, assets, and service contracts. In addition, you will be responsible for training, mentoring, and developing the team, driving performance through effective leadership, consistent execution, and a focus on continuous improvement.
------------------------------------------------------------------------------------------------------------
DUTIES AND RESPONSIBILITIES:
Daily Operations Management
- Lead the day-to-day operations of the Business Operations team, ensuring timely and accurate execution of customer requests, license generation, RMA handling, and service provisioning.
- Prioritize and escalate urgent orders.
- Respond to customer and internal team questions related to order statuses.
- Communicate any order fulfillment issues to the customer and/or Sales Team and assist with resolving them.
- Work with Haivision’s Fulfillment Team to ensure customer orders are shipped and delivered according to the requested delivery schedule and communicate any special-order configuration requirements.
- Oversee the management of customer Return Merchandise Authorizations (RMAs).
2. Data, Systems, and Documentation Management
- Create, update, and ensure accuracy of customer assets, entitlements, and service contract records.
- Ensure CRM data is accurate and up to date.
- Create and update a vendor form database, ensuring all documentation is complete, accurate, and compliant with internal policies and regulatory requirements.
- Make sure the Work Instructions are updated
3. Technical Services & Access Administration
- Generate and issue product licenses to customers.
- Provision cloud service accounts.
- Manage customer access to services such as Electronic Programming Guide (EPG) access, SIM cards, and the Haivision Portal.
4. Process Improvement & Operational Performance
- Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
- Monitor and ensure team metrics / KPI targets are being achieved.
5. Team Leadership & Development
- Train, mentor, and support team members to ensure operational excellence and continuous development.
6. Sales Support
- Provide support to the sales team by assisting with quoting, price adjustments, and additional administrative or operational tasks as needed.
7. Additional Responsibilities
- Perform additional related duties as required.
------------------------------------------------------------------------------------------------------------
QUALIFICATIONS:
- College diploma or equivalent in a related field.
- 5 or more years of experience in a previous Sales Operations, Business Operations or a Sales Support role.
- Strong customer service skills are essential.
- Excellent knowledge of CRM functionality including salesforce.com.
- Excellent knowledge of Microsoft Office.
- Strong focus on operations and/or business processes.
- Excellent time management skills.
- Excellent verbal and written communication skills.
- Bilingual: English and French required
ABOUT HAIVISION:
Haivision Systems Inc. (“Haivision”) (TSX: HAI), a leading global provider of mission-critical, real-time video networking and visual collaboration solutions.
Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision making. We provide high quality, low latency, secure, and reliable live video at a global scale. Haivision invented the award-winning SRT low latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, EMEA, and APAC. To learn more, visit Haivision at haivision.com.
If you are a qualified and interested candidate for this position, please submit your resume to careers@haivision.com. Please indicate clearly which position you are applying for. We look forward to hearing from you. For more
