Operations Support Manager

Position SummaryAs the Manager of Support Operations at ARB Gaming, you will play a pivotal role in ensuring the seamless execution of business requirements through our vendor partners while overseeing platform administration in alignment with ARB Gaming’s business priorities. You will monitor and drive performance, develop strategies, and influence the achievement of ARB Gaming’s objectives efficiently and compliantly.Vendor Management:Collaborate daily with vendor partners to drive initiatives, acting as the voice of our vendor sites in long-term strategic planning.Build and maintain strong operational relationships with external vendors.Conduct regular performance reviews with vendors (weekly, monthly, quarterly) to ensure alignment with business priorities and expectations.Maintain and analyze metrics on vendor performance, providing regular performance reports.Stakeholder Engagement:Conduct regular one-on-one meetings with key stakeholders within the supplier’s organization to ensure clear communication of development, planning, expectations, and goals.Engage with supporting functions to understand vendor performance and proactively identify successes and opportunities.Collaborate with Training, Quality, and Senior Leaders to drive performance improvements and enhance the customer experience.Operational Excellence:Direct and counsel partners on strategies to drive performance.Audit all elements of the business, including inputs, outputs, site experience, and team performance.Perform deep-dive analyses to understand root causes of issues and make data-driven decisions.Identify opportunities to improve tools and systems, driving scalable solutions.Hold external partners and internal stakeholders accountable for performance and contractual commitments.Platform Administration:Customize, manage, and optimize customer support platforms to align with company-specific workflows and objectives.Ensure support tools are optimized to create an exceptional agent and customer experience.Required Knowledge, Skills, and AbilitiesStrong analytical skills with a solid background in mathematics and problem-solving.Operationally-focused mindset with the ability to see projects through to success using planning, metrics, and effective communication.Creative and team-focused approach, with effective problem-solving skills.Experience using data to propose creative solutions to both tactical and strategic problems.Ability to think strategically and tactically with attention to detail.Tenacity to develop ideas independently and thrive in a fast-paced start-up environment. Education and ExperienceBA/BS degree or equivalent experience required.5+ years of experience in Outsource Vendor Management in a contact center environment.5+ years of experience with administration and management of platforms such as Zendesk (Support, Guide), Absorb (LMS), and Assembled (WFM).Advanced certifications in project management.Experience establishing operational processes, reviewing business needs, and implementing changes/process improvements.Experience deploying technology to support and scale business operations.Proven experience building relationships and collaborating with all levels of an organization.