Manager Technology Operations Jobs in Austin, TX

Position Summary

We areseekinga highly organized, curious, and customer-focusedPlatformOperationsLeadto oversee the day-to-day operations of a growing tollingrewardsplatform that includes a customer websiteandiOS/Androidapp.

This roleis responsible forensuring therewardsplatformoperatesefficiently by monitoring customerfeedback, evaluating operational KPIs, coordinating cross-functionalcommunication, supporting customer acquisition and engagement activities, and tracking platform enhancements and defects. The ideal candidate thrives in a fast-paced environment, enjoys solving problems, andhas the ability towork across multiple functions including operations, customer support, product management, technology, and marketing.

This is not a software development role and not a marketing specialist role. Instead, this position serves as a key operationalprofessionalwho helps ensure all aspects of the platform are performing effectively while continuouslyidentifyingopportunities to improvethe customerexperience.

Key Responsibilities

Platform Operations

• Monitor the day-to-day performance of the tollingrewardsplatform, including:

• Customer-facing website

• iOS& Androidmobile application

• Track platform health, customer experience, and operational performance.

• Identifytrends, recurring issues, and opportunities for product improvements.

• Coordinate with internal teams and external vendorsregardingplatform enhancements and issue resolution.

• Prepare weekly and monthly status reports on platform performance and operational metrics.

Customer Support Oversight

• MonitorZendesksupport desk performance and customer service trends.

• Review daily, weekly, and monthly customer support KPI's.

• Analyze support ticket data toidentifyroot causes, recurring customer concerns, and improvement opportunities.

• Develop recommendations to improve customer experience, operational efficiency, and issue resolution times.

• Act as a liaison between customer support and product teams to ensure customer feedback drives platform improvements.

Marketing Operations Support

• Monitor customer acquisition and retention activitiesestablishedby the VP of Marketing.

• Manage and oversee operational use of theIterableplatformfor the rewards platform.

• Support execution and monitoring of:

• Customer acquisition campaigns

• Customer onboarding communications

• Product update communications

• Customer engagement campaigns

• Analyze campaign performance and provide reporting on key metrics and trends.

• Ensure customer communications areaccurate,timely, and aligned withrewardsplatformobjectives.

Product Improvement & Issue Management

• Trackand classifycustomer-reported issues.

• Prioritize and communicate enhancements and defect trends toproduct management.

• Assistin documenting business requirements for system improvements.

• Recommend process improvements and product enhancements based on customer feedback and platform analytics.

• Help ensure product updates are effectively tested, communicated, and tracked.

Reporting & Cross-Functional Coordination

• Coordinate activities across customer support, marketing, technology, operations, and executive leadership.

• Present findings and recommendationstoleadership.

• Support special projects and strategic initiatives as needed.

• Ensure stakeholders have visibilityintoplatform performance and customer experience trends.

Required Qualifications

• Bachelor's degree in Business, Operations, Marketing, Communications, Technology, or a related field, or equivalent professional experience.

• 5+ years of experience inone of the following:

• Project Management

• Product Operations

• Program Management

• Business Operations

• Customer Experience Operations

• Experience coordinating projects across multiple departments.

• Experience analyzing operational metrics and KPI data.

• Strong written and verbal communication skills.

• Ability to manage multiple priorities simultaneously.

• Strong organizational and problem-solving abilities.

• Proficiencywith Microsoft Office applications, including Excel and PowerPoint.

Preferred Qualifications

• Experience supporting customer-facing digital platforms.

• Experience with customer support systems and ticketing platforms.

• Experience using or administering marketing automation platforms such asIterable.

• Experience working with mobile applications and web-based products.

• Familiarity with product management methodologies and continuous improvement practices.

• Experience developing reports, dashboards, and executive-level presentations.

Desired Personal Characteristics

The successful candidate will be:

• Naturally curious and eager to learn.

• Creative inidentifyingsolutions andimprovementopportunities.

• Comfortable working across multiple business functions.

• Customer-focused and data-driven.

• Highly organized anddetail oriented.

• A strong communicator who can effectively engage technical and non-technical audiences.

• Self-motivated and able to work independently.

• Adaptable in a fast-changing environment.

What Success Looks Like

In this role, success will be measured by:

• Improved customer support KPI's and customer satisfaction trends.

• Effective tracking and resolution of platform issues.

• Clear and actionable operational reporting.

• Successful execution and monitoring of customer communication campaigns.

• Increased visibility into platform performance and customer experience.

• Strong collaboration across operations, support, marketing,productand technology teams.

• Continuous identification and implementation of platform improvements.