Technical Support Operations Lead

If you have a Candidate Login already, but have forgotten your password please use the steps to reset your password. If you have forgotten your email login, please contact [[email protected]](mailto:[email protected]) subject Workday Candidate Login When creating your Workday account and entering personal information like name, address, please do not use ALL CAPS. Thank you! NOTICE:  For Privacy Policy please review [here](https://www.welocalize.com/security-compliance/privacy-policy/) **Job Responsibilities:** The Community Operations Lead is responsible for the operational best-practice of Welo Data’s community-facing processes and tools. Through best-in-class utilization of technology and rigorous, data-driven processes they establish and ensure all community-facing activities across Welo Data are of a high standard, informed by the successes of the Community Experience team. By implementing standard operating processes in the utilization of platforms and technology, the Community Operations Leads ensures a consistent, high quality experience for our community and the teams that support them in their day to day activities. **Key Responsibilities** * Work with stakeholders within Community Experience and the wider Welo Data group to ensure that all teams have excellent operational processes in place for all their community-facing activities (support, onboarding, communication, user management etc.) * Analyze, review, and iterate existing established operational processes  * Drive the utilization of technology such as automations and AI to reduce operational overheard and to increase overall efficiency  * Be data-driven and measure and report on the quality and quantity of work before and after improvements * Lead a team of community managers and specialists to deliver against key business goals and objectives across multiple different disciplines and areas of focus: * The Community Support Manager to drive a “community success” mindset  and ensure the Welo Data Community is receiving a high quality support & onboarding service  * The Platform & Tech Manager to ensure the Community Experience teams are getting the most out of all the platforms that are utilized in their day-to-day * Test, pilot and deliver appropriate initiatives, tools, and processes to deliver on these goals * Support “ad hoc” operational requests and requirements within the wider Welo Data organisation Additional Job Details: **Qualifications & Skills** * 5+ years of experience in operations or support management, or a related role * Experience in managing people and teams to deliver high quality work across multiple time zones and disciplines  * Highly analytical and experienced in setting goals, defining metrics, and creating reporting to track progress of teams and individuals * Excellent stakeholder management skills; a proven track record of influencing teams and people at various levels of seniority in adapting to new processes  * Strong understanding and adaptability of operational requirements and differing needs of project teams, and an ability to adjust own approach to ensure successful adoption of operational best practices   * Ability to create and present data-driven strategy, challenges and results to stakeholders  * Ability to collaborate effectively with cross-functional and international teams * Strong analytical and problem-solving skills