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Our client, a leader in technology solutions, is seeking a High Touch Operations Manager to join their team. As a High Touch Operations Manager, you will be part of the Customer Experience (CX) team supporting various operational initiatives. The ideal candidate will have strong leadership skills, a proactive mindset, and the ability to foster relationships, which will align successfully with the organization.

**Job Title:** High Touch Operations Manager

**Location:** New York, NY (Hybrid)

What's the Job?

+ Supports delivery of Technical Services Advantage program to major accounts.

+ Ensures follow-up and closure of critical problems with large strategic customers - Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution

+ Regularly interacts with customer and internal teams in a coordinated fashion to ensure problem resolution

+ Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, chat, video conferencing and other collaboration methods.

+ Co-ordinates root cause analysis upon customer’s request

Minimum Qualifications:

+ Technical and networking understanding, but primarily has the ability to use the technical expertise of others.

+ Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.

+ Ability to work with Engineers to review potential product or software defects and obtain fixes

+ Independently coordinates and completes tasks.

+ Solid understanding of business process and requirements in a support environment

Desired Skills:

Cisco Architecture & Technology Knowledge, understanding of networking technology, and the Enterprise environment.

Cisco's CCNA certification or higher is desired

ITIL Foundation and intermediate level is recommended

Nice to have Skills : Proficiency in French

What's in it for me?

+ Opportunity to work in a dynamic environment that values simplicity and customer centricity.

+ Collaborate with cross-functional teams to create a seamless customer experience.

+ Engage in a role that allows you to make a significant impact on customer satisfaction and operational efficiency.

+ Be part of a team that is committed to continuous improvement and innovation.

+ Develop your skills and expertise in a supportive and inclusive workplace.

Upon completion of waiting period consultants are eligible for:

+ Medical and Prescription Drug Plans

+ Dental Plan

+ Vision Plan

+ Health Savings Account

+ Health Flexible Spending Account

+ Dependent Care Flexible Spending Account

+ Supplemental Life Insurance

+ Short Term and Long Term Disability Insurance

+ Business Travel Insurance

+ 401(k), Plus Match

+ Weekly Pay

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

_ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands –_ **_Manpower, Experis, Talent Solutions, and Jefferson Wells_** _–_ creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.