BlackLocus

Technical Operations Manager

Product Support and Data Services - Austin, TX - Full Time

About BlackLocus - BlackLocus is building cloud-based analytic tools to optimize and automate pricing, assortment and product info. By applying machine learning and revenue management techniques, the BlackLocus platform enables intelligent retail software to identify opportunities for competitive advantage. The company was a venture-funded startup, founded by Carnegie Mellon alumni and entrepreneurs with a passion for creative deployment of new technology. Acquired by The Home Depot in December of 2012, we operate with autonomy as a product lab from an office located in downtown Austin, TX.

BlackLocus is seeking an Operations Manager to join its team. Our customers are business users internal to The Home Depot. In this role you will be called upon to take ownership of the day-to-day management of the key operational BlackLocus products, manage a support queue, and coordinate with Product, Engineering and Data Science teams to ensure the highest quality support to our end user. You’ll also enjoy acting as a relationship manager who is highly passionate about customer satisfaction and has the technical chops to take on some of the tougher issues (read: “dig into the data/code!”).  Moreover, you’ll like the challenge of explaining technical concepts (product limitation, technical requirements, and functionality) to a wide-range of users. Reporting to the Sr. Manager of Product Support and Data Services, this role will also help with the ongoing training, communication and on boarding strategy for customers.

Responsibilities

  • Manage day-to-day operations of BlackLocus Tools and Data.
  • Manage support queue, respond to and resolve customer support requests. This will include triage and resolution of technical and data quality issues.
  • Work with product, data science and engineering teams to escalate unresolved issues.
  • File comprehensive, reproducible bug reports when appropriate.
  • Communicate directly with business users to help resolve their issues.
  • Document issue resolution steps to build a growing repository of knowledge that can be shared with other team members.
  • Track and report on appropriate metrics for issue resolution. Communicate and update the client while working with cross functional teams to resolve customer issue.

Skills

  • SQL, MSSQL preferred.
  • Excellent communication skills, both written and verbal.
  • Strong knowledge of web application and desktop operating system troubleshooting.
  • Experience working with a technical support team (preferred).
  • Excellent organizational and time-management skills.
  • Experience balancing and prioritizing administrative tasks and issue resolution.
  • Must be able to build direct, individual relationships with customers and stakeholders.
  • Experience with a Knowledge Base as a support tool.
  • You have a solid foundation with customer service and/or program management.
  • You have a solid foundation in software and data structures.
  • You care deeply about the details while keeping the big picture in mind.
  • Python or other language is a PLUS!
  • Bachelor’s or equivalent experience and self-education.
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