We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
This is a hybrid setup role at The Hideout, Clark, Pampanga.
The Service Delivery Manager will be responsible for overseeing the day-to-day operations, drive performance excellence, and ensure the delivery of exceptional services to clients.
What does a day in the life of a Service Delivery Manager look like?
- Lead, coach and mentor a team to achieve key performance indicators (KPIs) and providing exceptional customer service to customers
- Establish and monitor key performance indicators (KPIs) to meet or exceed targets
- Identify and implement operational processes and procedures to maximize productivity and minimize response response times
- Foster a collaborative work environment through coaching, mentoring and providing professional growth opportunities for all team members
- Support multiple clients by building strong partnerships and ensuring there are open lines of communication to support the business needs
- Serve as an additional escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the organization
- Review organizational productivity objectives in line with the Master Service Agreement and clients’ expectations presented during client-related meetings
- Onboard newly hired Service Delivery Managers and execute succession planning as needed
- Display alignment to core values as delineated by Executive Management and to be cascaded to all team members Prepare regular reports on account performance, including key insights, trends and recommendations for improvement
- Oversee the use and maintenance of organization and client specific software and technology, ensuring all team members have the necessary tools and resources to perform their duties efficiently and effectively
- Collaborate with IT, clients and other departments to resolve any technical issues related to the tools and platforms as needed
- Implement Business Continuity Plan related to operations and suggests revisions, when necessary
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Collaborate with other departments as needed Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Previous experience in developing language models (AI) and/or have hands-on experience in data labeling and annotating.
- Performs other duties as assigned
What are the required qualifications of a Service Delivery Manager?
- Must have high school diploma or equivalent
- At least 3 years of experience as an Operations Manager in the call center environment
- Experience supporting leaders
- Strong problem-solving skills
- Strong track record of identifying trends and providing recommendations to address customers’ needs
- Strong track record of defining and executing against key performance indicators
- Ability to build trust and rapport with a team
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers
- Excellent communication skills, both verbal and written
- Proficient in using computers and various software applications
- Technologically aware and has attended workshops/seminars on the future of AI
- Client facing experience is a must
- Willing to work on a night shift
Ninja Perks and Benefits
*Full time employees
● Competitive compensation
● Adherence to government-mandated benefits
● Retirement Savings Program with Company Matching
● Life Insurance
● HMO on day 1
● Paid time off, birthday leave
● Bonus and incentive plans
● Opportunities for skills training and personal and professional development
● Employee Referral Program
● Beautiful office space (for onsite employees)
● Free lunch provided daily (for onsite employees)
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
