Service Operations Specialist (CW) We are seeking a Service Operations Specialist (CW) to provide operational support in the bay area campus for Company's audio-visual (AV) and video conferencing (VC) technology estate. This is a tactical role, focused on service delivery and operational excellence. The successful candidate will be a visible, customer-facing support figure responsible for the quality and consistency of the collaboration experience across the bay area offices. A key area of focus for the role will be the executive support function. This role will coordinate closely with cross-functional support partners, work directly with executive customers, and help ensure the overall health of the service. The focus is on building strong relationships, maintaining clear communication across teams, and keeping a proactive eye on service quality, so that any risks or gaps are identified and addressed early.
Key Responsibilities:
Drives the operational service for all internal VC technology in executive spaces, including conference rooms, training rooms, remote deployments, and specialty spaces globally.
Proactively drives operational service to support video conferencing solutions for executives at Company.
Ensures operational rigor across inspections, break/fix & remediation processes.
Partners closely with global video conferencing operations & engineering services to ensure alignment.
Ensures effective operational processing & management of high priority escalations, incidents, and maintenance for the executive's video conferencing hardware and software technology.
Technically proficient and able to step in to support high-priority meetings and small scale events using video conferencing technologies. Builds and maintains stakeholder and cross-functional relationships and communications across Company including Executive teams, Facilities, Deployments, Events & security partners.
Drives executive service reporting and documentation and ensures continuous development & improvements
Minimum Qualifications:- 5+ years of experience in audio-visual and video conferencing support operations
- Deep familiarity with Cisco Video Conferencing, Zoom & Google Meet
- Experience with video conferencing project management, operational processes, risk management & mitigation.
- Background & working experience using Cisco Hardware and Software
- Must be able to meet tight deadlines, on a fast-paced production schedule
- Proficiency in monitoring, detection, remediation through technology
- Demonstrable experience of service management of contractors and/or direct teams. Willingness to travel between offices locally and occasionally internationally
- Flexibility with working hours for global timezones
- Passion for technology and agility at learning new products and technologies
- Excellent organizational skills, able to prioritize work effectively & efficiently
- Able to work autonomously or within a team environment
- Experience working independently and making sound choices without additional support
- Experience working with VIP's and Executives in an operational capacity.
Preferred Qualifications:- Bachelor's degree or demonstrated equivalent work-related experience
- Excellent problem-solving skills and effective communication skills
- Experience building and keeping good relationships with business partners & 3rd party partners
The typical base pay for this role across the U.S. is: $65.00 - $70.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.
Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages.
Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.
