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Web Operations Manager

Job Title: Web Operations Manager

Job Description:

Manage our Technical Support Team!

This hands-on position will supervise the technical/customer support team that handles day-to-day support and content creation/management for the Business Wire, Inc. web sites and online products in our San Francisco office.  The right candidate will have 5-7 years experience in technical support in either an on-line or hosted environment.  Understanding the nature of a 24/7 business and the issues surrounding urgency is critical in this position.  

The Web Operations Manager is expected to work as a team member within Business Wire’s Technology Group supporting web site related trouble issues from internal Business Wire users, clients, media customers, and the general internet user public.   Web Operations Manager will also be responsible for potential selection, installation, configuration, and ongoing maintenance of a yet to be installed  “Help Desk” problem tracking and dispatch system. 

Essential Duties and Responsibilities:
(Duties include the following - other duties may be assigned)

  • Manage team of 6-8 technical support representatives, including performance measurements and day-to-day activities
  • Help selection, installation, and operation of a “Help Desk” trouble ticket tracking system.
  • Respond to client escalations
  • Work with Web Software Development team to update and improve processes
  • Participate in product discussions and product beta testing
  • Establish and implement objectives, policies, standards and operating procedures
  • Support product launch and implementation directives
  • Analyze and compile support data and Web Analytics Using SPLUNK for management
  • Respond to Account Executives and Clients on product offerings and participate in meetings to discuss technical details
  • Author support documentation on products and services within the scope of Web Operations
  • The support team works 24/7; therefore, the candidate must be flexible for overtime work and/or on call schedule as necessary

Job Requirements:

  • Excellent written and verbal communication skills
  • Professional customer service experience
  • Previous management or supervisory responsibilities
  • Proven organizational skills to manage projects, people, and products
  • Ability to run and participate in meetings from a variety of disciplines
  • Proven ability to creatively solve problems and execute solutions
  • Experience in selection, installation, and management of a “Help Desk” tracking system
  • Knowledge of support models and ability to plan, forecast, and budget for the support business
  • Strong analytical skills and ability to use tools and numbers to implement strategies for improvement and shifts in the business
  • Detailed knowledge and experience with HTML required
  • Experience with UNIX command line strong preferrence
  • Understanding and familiarity with some or all of the following:
    • Drupal CMS 
    • Portal management software experience
    • Sqlplus
    • HTML
    • XML
    • XSL
  • Ability to work effectively with a variety of people
  • Professional appearance and demeanor
  • Demonstrate reliability through good attendance and punctuality

Send a resume and cover letter to: 

Business Wire
Via Email: sops@businesswire.com; Subject: Web Operations Manager

No phone calls.
No recruiters.
No telecommuting.
No visa sponsorship.
No relocation.