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Queue Operations Manager

2 months ago

Ireland Strava Full time
About This Role

Strava is the leading digital community for active people with more than 125 million athletes, in more than 190 countries. The platform offers a holistic view of your active lifestyle, no matter where you live, which sport you love and/or what device you use. Everyone belongs on Strava when they are pursuing an active life.

The Queue Operations Manager will be responsible for building out and leading our support team in Dublin, Ireland. Reporting into the Scalable Support function, this role will maintain a bird’s eye view of our queue at all times, ensuring tickets are routed accurately, meeting our SLAs, and are responded to with outstanding and effective customer service.

This is a hybrid role based in our Dublin office.

For more information on compensation and benefits, please click here.

You’re excited about this opportunity because you will:
  • Be accountable for maintaining overall queue health. This includes consistently meeting SLAs and working to understand and solve for when they're not.
  • Track and analyze CSAT for trends and areas of improvement
  • Serve as the POC for decision-making on daily volume strategies and tickets that require “Follow the Sun” escalation.
  • Lead a team of 2–6 technical support specialists.
  • Own workload distribution for the entire Support team, ensuring there is adequate daily, weekly and monthly coverage for all queues. This includes handling PTO requests, sick leave, holiday staffing, and any other event that will impact core operations and coverage during planned off times.
  • Devise strategies and investigate agent tooling and apps that help to optimize core work operations and unlock resources for non-core work activities such as projects, meetings, etc.
  • Create workflows and find opportunities for improved efficiency using backed business rules such as triggers, automations, and views.
  • Report on performance over time and highlights trends, themes and weaknesses to be aware of and works with the right team members (managers) to address them.
  • Forecast future volumes using a combination of existing data and estimates based on factors such as product releases, seasonality and market trends.
  • Identify innovative ways to organize core operations to increase efficiency, ensure adequate SME coverage, and improve business metrics and performance.
  • React to high-priority escalations and issues as the first touch-point, ensuring an adequate handover process to the right points of contact.
  • Actively participate in the QA process to guarantee we allocate resources effectively (e.g. Specialists are assigned to work on sensitive core ops).
You will be successful here by:
  • Working both autonomously and cross-functionally to make decisions that reflect a deep understanding of business needs.
  • Navigating ambiguous and evolving environments, setting and prioritizing goals independently.
  • Synthesizing large data sets into a cohesive story and actionable insights using your strong analytical skills.
  • Using creative solutions to tackle complex problems. You solve for the future, and not just the moment because inefficiencies and recurring problems bother you
We’re excited about you because you:
  • Are invested in your personal development as well as the people you lead and maintain a growth mindset and strong accountability.
  • Are methodical and organized. You have led the implementation of new tools, software, processes, and resources
  • Have a passion for delivering high-quality and authentic customer service experiences and have a track record of maintaining strong CSAT.
  • Practice active listening and are a strong written and verbal communicator.
  • Have 2+ years of experience as a manager within a Technical Support team and
  • Have 4+ years of experience in a queue operations role, focusing on real-time monitoring, global queue health, and escalations management.
  • Are proficient in Help Desk platforms, Zendesk experience preferred.

In your cover letter, please include responses to the following questions:

  • Describe past experience in this role, what initiatives did you lead, and what impact did they have
  • This position has a manager and teammates in different time zones/continents. Do you have experience reporting to or collaborating with another timezone? If so, describe what that looked like and the strategies you used to stay connected with your manager and key collaborators.
About Strava

Strava is Swedish for “strive,” which epitomizes who we are and what we do. We’re a passionate and committed team, unified by our mission to connect athletes to what motivates them and help them find their personal best. With billions of activity uploads from all over the world, we have a humbling and adventurous vision: to be the record of the world’s athletic activities and the technology that makes every effort count.

Strava builds software that makes the best part of our athletes’ days even better. Just as we’re deeply committed to unlocking their potential, we’re dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We’re backed by Sequoia Capital, TCV, Madrone Partners and Jackson Square Ventures, and we’re expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community. We are continuously striving to hire and engage diverse teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

Despite challenges in the world around us, we are continuing to grow camaraderie and positivity within our culture, and we are unified in our commitment to becoming an antiracist company. We are differentiated by our truly people-first approach, our compassionate leadership, and our belief that we can bring joy and inspiration to athletes’ lives — now more than ever. All to say, it’s a great time to join Strava

Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.