Systems Manager, Operations

at Motus, LLC in Chicago, Illinois, United States

Job Description

Motus is the definitive leader in mobile workforce solutions. Its platform simplifies the reimbursement and management of vehicle, device, and location costs through personalized calculations. Empower your team with a suite of fully integrated solutions that take the complexity out of compliance. Peace of mind included.

At Motus, were dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether.

Position Description:

As the Operations System Manager, you will play a pivotal role in optimizing and leading all aspects of the operational systems that drive our Operations department. This position requires a seasoned professional with a deep understanding of various post-sale functions, SaaS operations, project management, and a proven track record of implementing artificial intelligence (AI) into support functions.

Position Duties:

• Be responsible for the administration and optimization of key Operations systems and tools, including vendor management, research, and Help Center design.
• Collaborate with cross-functional teams to identify and address system bottlenecks and continuous improvement initiatives to increase accuracy and operational efficiency.
• Apply your expertise to implement AI solutions within support functions, improving response times, ticket deflection, and customer satisfaction.
• Work closely with internal teams to integrate AI features into existing and new systems.
• Evaluate existing processes and workflows, finding opportunities for improvement and automation.
• Implement standard processes to streamline operations and improve overall system performance.
• Coordinate the planning, execution, and delivery of operational projects.
• Ensure projects are completed on time, within scope, and meet high-quality standards.
• Collaborate with cross-functional teams, including product development, customer support, and IT, to align operational systems with company goals.
• Prioritize comprehensive documentation to ensure knowledge transfer and standardization.
• Anticipate, recognize, and work through issues or setbacks independently.
• Prioritize and work effectively in an environment with opposing demands.
• Lead team members, from recruiting to onboarding and training to performance management.

Desired Skills and Experience:

• Minimum of 5 years of experience in operations management within a SaaS environment.
• Shown experience implementing AI solutions within support functions.
• Strong project management skills with a track record of successful project delivery.
• Proven expertise as a Zendesk administrator, with the ability to use Zendesk functionalities for efficient support system performance.
• Proficiency in Gainsight administration, including but not limited to configuration, customization, and implementation of Gainsight modules.
• Deep understanding of operational systems, workflows, and standard methodologies.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.

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