Customer Care Operations Manager

We are seeking a highly skilled and motivated process minded Customer Care Operations Manager to join our Customer Care Operations team (Academia and Government). The person in this role will play a pivotal role in optimizing and streamlining our operational processes, driving efficiency, and enhancing overall performance. Your expertise will be crucial in ensuring the seamless integration of various systems and technologies, enabling the organization to achieve its strategic objectives. This role will work across Customer Care leadership, development teams, and in coordination with their peers to ensure there’s continuous improvement in creating a world class customer experience. In this role, you will be reporting to the Director of Business Operations.About You - experience, education, skills, and accomplishments5 years of customer service and/or business operations experience.Proficient level of English language (B2/C1).It would be great if you also had…  Proven experience in leading operational initiatives.Strong communication skills, both oral and written; proficient project management skills.Demonstrated leadership ability to lead and influence within a team; ability to effectively address and resolve ambiguity; ability to prioritize, multi-task and work independently on complex assignments. Good understanding of office desktop productivity tools (spreadsheets, presentations). What will you be doing in this role?Drive cross functional idea and process planning within the organization as gaps are identified; align processes and communication following the ITIL standards to create a seamless experience for our customers and colleagues who support our customers; use creative problem solving and strategic thinking to understand the impacts of a change and how best to serve our customers.Create clean and simple process improvement plans and ensure the documentation is clear and readily available for consumption by using Clarivate's documentation standards; manage segment aligned relationship when it comes to process.Oversee the day-to-day operational processes within Customer Care, i.e., case management processes, quality management, internal communication resources and work with the business to outline best practices/improvement strategies.Engage with the Senior Operations Managers on large scope projects after identifying ideas/updates that need to be made and ensuring that action is taken and a clear plan exists with next steps.Run Customer Care specific programming, tasks, and plans, as needed; solicit varying types of customer and stakeholder feedback to understand the drivers of satisfaction/dissatisfaction, and work with relevant groups within the Customer Care team on putting the mitigation plans & improvement initiatives in place.About the TeamThe Customer Care Operations team has grown to be around 20 colleagues across the globe. We have people in the US, India, Belgrade, Penang, and Barcelona with many years of expertise and unique skills. We service all the Clarivate segments (A&G, LS&H & IP) from a Support, User Experience & Data Science & Search perspective. This means we are involved in many diverse projects, and we get to collaborate with different groups each day. We play a critical role in helping our partners to be positioned to work as efficiently as possible.Hours of Work  Standard Serbian working hours (Monday to Friday), full-time employment, #LI-Hybrid (2-3 days per week from office)We Offer:Private health insurancePaid lunchYearly bonusYearly merit planMy Learning platformFamily benefits: Bushido kids sports school, tutorship lessonsFitPassMental health care - Psychotherapy sessionsCompany bicycles for rent free of charge25 days of annual leaveOnly shortlisted candidates will be contacted.At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.