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Enroute is about being exceptional. We deliver IT services and solutions by tech-savvy problem solvers, constantly looking for innovative approaches to everyday problems. Enrouters have unique ideologies, principles, and incredible life stories. Everyone is welcome at Enroute.We take pride in our culture. We want every Enrouter to enjoy working with us and become part of a great community of highly driven, responsible, respectful, and happy people. We offer outstanding benefits, compensation, flexible schedules, and policies that balance work and personal life. We strive to be involved and know our people to improve continuously.As a Technical Escalations & Operations Manager, you will play a critical role in overseeing and managing technical escalations, as well as ensuring smooth operations within the organization. You will collaborate closely with cross-functional teams to address technical challenges, improve processes, and deliver exceptional customer experiences.Your primary responsibilities will include:- Act as a central point of contact for technical escalations, coordinating with various internal teams to efficiently resolve complex issues and minimize downtime.- Investigate and analyze escalated technical issues reported by customers, troubleshooting problems, and identifying root causes to develop effective solutions.- Collaborate closely with support teams, product managers, and engineers to advocate for customers and ensure timely resolution of escalated issues.- Manage communication and expectations with stakeholders, providing regular updates on the status of escalations and action plans.- Develop and maintain operational processes and workflows, ensuring effective execution and adherence to defined standards and best practices.- Monitor and analyze operational performance metrics to identify areas for improvement and implement strategies to enhance efficiency and productivity.- Collaborate with cross-functional teams to identify operational challenges and develop solutions that optimize workflow, mitigate risks, and reduce errors.Proactively identify opportunities to streamline process- Foster strong relationships with internal stakeholders, including support teams, product management, engineering, and leadership, to effectively manage technical escalations and operational initiatives.- Provide leadership, guidance, and coaching to team members involved in technical escalations and operations, promoting a culture of continuous learning, growth, and high performance.- Collaborate with other managers and team leads to ensure a cohesive approach to technical escalations and operations, sharing best practices and knowledge.Requirements- Bachelor's degree in a relevant field or equivalent experience.- Strong technical background with experience in troubleshooting complex technical issues.- Excellent problem-solving and analytical skills, with the ability to quickly grasp and assess technical challenges.- Previous experience in operations management or similar roles, with a track record of implementing process improvements and driving operational efficiency.- Exceptional communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.- Proven leadership abilities, with experience in leading and motivating teams.- Strong project management skills, with the ability to handle multiple priorities and meet deadlines.- Experience in the [specific industry or domain] (if applicable) would be a plus.Benefits Monetary compensation Year-end Bonus IMSS, AFORE, INFONAVIT Major Medical Expenses Insurance Minor Medical Expenses Insurance Life Insurance Funeral Expenses Insurance Preferential rates for car insurance TDU Membership Holidays and Vacations Sick days Bereavement days Civil Marriage days Maternity & Paternity leave English, Japanese, and Spanish classes Performance Management Framework Certifications TALISIS Agreement: Discounts at ADVENIO, Harmon Hall, U-ERRE, UNID Taquitos Rewards Amazon Gift Card on your Birthday Work-from-home Bonus Laptop Policy Equal employment Enroute is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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