Senior Manager, Technical Support Operations

3 months ago

London, United Kingdom Deel Full time

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. 

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

Who You Are

You are a strategic thinker with experience in technical operations, primarily focused on supporting customer experience through success models, automation, and AI. You have strong analytical, communication, goal-setting, problem-solving, and research skills.

What you'll do

Manage the TechOps teams that act as 2nd level to the Level 1 support team 

Cross-functionally work directly with engineering, product, fincrime and payment operations (to name a few) to solve complex customer issues around global payroll, invoices, HRIS, 3rd party processing teams and numerous Deel partners 

Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives.

Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks.

Balance immediate solutions to improve the customer experience with architecting future solutions to scale

Ensure that the customer experience is efficient and effective for the customer and internal stakeholders

Recommend innovative, scalable solutions to solve customer-related needs, backed by data driven insights

Employee hiring, training, development, assessments, management, leadership, and career path plans.

You will be expected to roll up your sleeves dig into the weeds and interact and solve customer problems

Requirements

Experience:

8+ years of combined expertise in People Leadership, Operations, Planning, Budgeting, Process Design, Process Re-engineering, Change Management, and Communications.

Work Style:

Comfortable working autonomously with minimal guidance, supporting leadership and driving initiatives.

Ability to operate without direct supervision, prioritizing tasks and supporting multiple leaders.

Ability to work remotely and continue to stay focused and productive and work flexible hours as your teams are in multiple time zones covering EMEA< LATAM and APAC

Leadership and Relationships:

4+ years of managerial experience, capable of both direct work contributions and managing a team.

Proven capability in building relationships and fostering connections across various levels of the organization for success.

Transformation and Improvement:

Proficiency in leading large-scale transformation and process improvement programs.

Holistic thinking to align teams with organizational goals and encourage a big-picture perspective.

Skills:

Comprehensive understanding of operational processes and process-oriented thinking.

Exceptional verbal and written communication skills with a collaborative and engaging approach.

Proficiency in complex spreadsheet manipulation and crafting executive-level presentations.

Ability to interface effectively with customers and diverse roles across all organizational levels.

Comfort in ambiguous situations, coupled with intellectual curiosity and a proactive attitude.

Analytical & Data-Driven:

Analytical and data-driven mindset to solve complex business problems and recommend continuous improvement initiatives.

Environment and Tools:

Thrives in a fast-paced, dynamic work environment.

Relationships are critical. You need to develop connections throughout the organization to be successful.

Hands on experience in driving large scale transformation / process improvement programs

Holistic thinking and ability to influence teams to look at the big picture and gain alignment with the organizational goals

Excellent understanding of functional operational processes/process thinking

Exceptional verbal and written communication skills, teamwork skills, and an engaging personality.

A proven ability to effectively interface with customers and a diverse range of roles at all levels

Comfort with ambiguity, intellectual curiosity, and a bias towards action

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

Provided computer equipment tailored to your role

Stock grant opportunities dependent on your role, employment status and location

Additional perks and benefits based on your employment status and country

The flexibility of remote work, including WeWork access where available

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.

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