Position Summary As an Operations/Project Manager, your key responsibility will be to ensure the smooth execution of assigned projects from start to finish. This involves overseeing daily support operations, managing critical escalations, and integrating seamlessly with internal teams to deliver efficient and effective resolutions. In this role, you will lead and manage multiple projects, developing detailed plans, coordinating internal teams, monitoring progress, and mitigating risks. Your focus will be on optimizing operational processes, managing stakeholder communication, and utilizing data analysis to drive continuous improvements. You will be crucial in ensuring operational excellence, exceptional customer experiences, and robust escalation management. Responsibilities: Operational Support & Escalation Management: - Provide coverage and support for Data Analytics and Product Support teams. - Manage and resolve Field Management escalations promptly and effectively. - Oversee and handle Product Support escalations, ensuring timely and accurate issue resolution. - Conduct thorough product Slack triaging to prioritize and escalate issues efficiently. - Handle high-priority escalations, ensuring minimal operational disruption. Quality Assurance & Process Improvement: - Perform biweekly Quality Assurance audits, identifying opportunities for process enhancement and providing feedback to improve service delivery. - Continuously monitor and update internal support documentation, processes, and workflows to maintain efficiency and accuracy Zendesk Administration: - Act as a primary administrator for our ticketing system, managing workflows, macros, user permissions, and reporting functionalities. Training & Development: - Coordinate and execute ad-hoc training sessions with our Team Lead for support teams, ensuring up-to-date knowledge transfer and consistent performance standards. - Collaborate closely with internal stakeholders to ensure alignment in training content and process changes. Audience & Member Support: - Support day-to-day management of audience-related tasks and operational initiatives, including process setup and execution. - Contribute to the improvement of member support self-service systems and communications. Qualifications/Experience: - Advanced near-native English proficiency is required. - Bachelor's degree in Business, Marketing, Project Management, or related fields. - Proficiency in data analysis and interpretation. - Minimum of 2 years of experience in customer support operations management - Proficiency with Zendesk, Salesforce, Jira, or similar CRM/support tools - Strong organizational, analytical, and client communication skills. - Proven experience in managing escalations, quality assurance, and support training. - Ability to quickly adapt and thrive in a fast and dynamic environment. On-site role based in Bogota.