Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world. For more information, visit epsilon.com. Follow us on Twitter at @EpsilonMktg.

We are looking for a seasoned SaaS Operations specialist with expertise in driving SaaS Operations transition and maintain a steady state BAU of transitioned client’s operations, in a 24/7 support environment covering all aspects of production environment. The Sr. Manager, SaaS Manage Operations, will work in a fast-paced environment, and collaborate with cross-functional teams and business stakeholders.

In this role, you will lead the execution charter focused on SaaS Operations support maturity  across various client’s verticals,  Practice and Project Management across multiple fast-paced execution tracks. Work across the multiple teams, integration and delivery teams and business stakeholders to prioritize issues, influence up and across the organization and synthesize a variety of technologies and capabilities into a high-quality change management experience that improves the overall Operational capabilities.

As a seasoned SaaS Operations expert, you would own the planning and staffing operations and are custodians of  transitioned accounts to ensure seamless operational support of accounts in a steady state, as per SLA commitment  in SOW. Take initiatives to build relations with other teams developing an alliance to ensure Operations initiatives and interests of SaaS Operations team, are properly represented and supported. Review, enhance, and establish standard operating procedures across steady state accounts supported by SaaS Operations team, to improve incident management, change managements, and software deployment automating processes where possible to reduce support overhead and increase efficiency. Develop cross functional relations with all major departments raising the visibility of the Operations team Working with the Technical Operations management team and personnel, lead efforts to implement Center of Excellence.

As a People Leader, you would have the passion for coaching and mentoring, create mechanisms to help the team deliver independently and help them grow. You would lead by example, inspiring the team to deliver high quality product capabilities.

Responsibilities:

As a leader within the firm's SaaS Operations team, your specific responsibilities will include - 

• Lead and mentor the SaaS Operations team directing day to day activities and over all goals as aligned with Operations and Company initiatives.
• Resolve complex technical issues and make decisions to meet the critical requirements of scalability, availability in a multi-tenant cloud service.
• Provide growth opportunities and support the career development of your team members responsible for the deliverables.
• Leading and mentoring teams and taking responsibility for issues and release commitments, impediment resolution and escalations, while ensuring clarity around priorities and goals for the entire functional area.
• Interact with delivery teams, product management, project management and other engineering teams to develop features/functionality which fulfill the enhance SaaS Operations.
• Provide technical leadership to the team to incorporate best practices.
• Determine the staffing required for teams to complete assigned tasks. Ensure all assigned personnel receive the training necessary to successfully complete the tasks which are assigned to them.
• Mentor and train engineers to increase overall team technical skillsets and stay current with technology trends.
• Works with team and resolves customer issues as per defined service level agreements.
• Enable and champion an Operations culture, promote on-going service improvements to improve quality and customer satisfaction.

• Bachelor’s degree in Computer Science or a related technical discipline. Advanced degree in Management is a plus.
• 14+ years of experience in Product/Application/SaaS Support Operations, with at least 4+ years in SaaS development and support and 7+ years of direct management of multi-functional operations team, leading 24/7 support teams, in a client facing role.
• Working knowledge of network, application, database, storage infrastructure in cloud.
• Strong knowledge of Project Management and SDLC principles and practices.
• Strong leadership qualities and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles.
• Ability to thoroughly understand complex business and technical issues and influence decision making at all levels of the organization without formal reporting structure authority.
• Excellent written and verbal communications skills to communicate with stakeholders on Project status and decisions.
• Ability to influence key stakeholders and work effectively with cross-functional teams.
• Possess strong analytical and problem-solving skills when determining how best to drive decisions.
• Experience working in a fast-paced environment with geographically and culturally diverse teams, and matrix organization.

Preferred Qualifications:

• AWS Certified Solutions Architect. 
• Lean methodology credentials – like Six Sigma, ITIL,PMI-PMP are a plus.
• Working knowledge of Agile tools such as Confluence and JIRA strongly preferred.
• Functional knowledge of CRM, Marketing domains and passion for data, experience in managing data-centric products.