Operations Support Manager

Join Kryterion, Inc. as an Operations Support Manager

Are you passionate about leading technical teams and driving success in a fast-paced IT environment? Kryterion, Inc. is seeking a dynamic and hands-on Operations Support Manager to play a critical role in our IT Department. Our industry-leading Webassessor™ platform empowers professional associations and businesses by simplifying and automating exam processes, and we need a strong leader to manage and elevate our operations support teams.

About Kryterion, Inc. Kryterion, Inc. offers a flexible, affordable, and easy-to-use software solution for developing and delivering exams. Our Webassessor™ platform is trusted by clients and test-takers alike, providing a seamless experience from scheduling and registration to grading and reporting. Our comprehensive solutions include a SaaS platform for item banking, exam management, candidate management, test center delivery, online proctoring, authentication, security, psychometric services, and more. Learn more at KryterionOnline.com.

Position Overview As the Operations Support Manager, you will be at the helm of four essential teams: Application Support Engineers, Client Operations Support Specialists, Salesforce CRM Administrators, and a Business Analyst. This role requires a technical leader who is not only adept at managing people but also skilled in the technologies and processes the teams utilize daily. If you are a hands-on manager with a passion for technology and team development, this is the role for you.

Key Responsibilities

• Team Leadership: Manage and mentor a diverse team, including Application Support Engineers, Client Operations Support Specialists, Salesforce CRM Administrators, and a Business Analyst. Provide strategic guidance and support to maximize their potential.
• Operational Excellence: Oversee daily operations, ensuring that all teams meet productivity and quality goals. Implement procedures to enhance efficiency and maintain high service standards.
• Technical Expertise: Use your technical knowledge to assist the team with SQL query optimization, script automation, and other hands-on tasks as needed.
• Client Support: Ensure that the Client Operations Support team delivers exceptional service, managing everything from onboarding to ongoing operational support.
• Salesforce CRM Management: Lead the ongoing development and optimization of our Salesforce.com CRM system, collaborating with internal stakeholders to streamline processes and improve user adoption.
• Collaboration and Communication: Foster a culture of open dialogue, teamwork, and continuous improvement. Communicate job expectations clearly, provide constructive feedback, and celebrate successes.
• Alignment with Company Values: Uphold and promote Kryterion’s values, including ownership, teamwork, continuous learning, optimism, trust-building, and customer success.

Required Skills and Experience

• Leadership: Proven ability to lead by example, manage diverse teams, and develop staff to their maximum potential.
• Technical Proficiency: Strong background in SQL writing and optimization, with a passion for script automation. Hands-on experience with IT management, software development, and database management is highly valued.
• Communication: Exceptional ability to communicate clearly, provide feedback, and manage both internal and external customer expectations.
• Education and Experience: A Bachelor’s degree in Computer Science or a related field is recommended. A minimum of two years of management or supervisory experience is required.

Why Join Kryterion? Kryterion offers a collaborative work environment where innovation is encouraged, and individual contributions are recognized. You’ll have the opportunity to lead a talented team, make a tangible impact, and grow your career with us.

If you’re ready to take on a challenging and rewarding role, we want to hear from you! Apply today and become a part of a company that is dedicated to helping our customers succeed.