Technical Support Operations Lead

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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