Operations Manager - AIMS

Key Responsibilities:
• Customer-Facing Operations: Oversee all customer-facing operations, ensuring exceptional service delivery and customer satisfaction.
• Customer Onboarding and Deployments: Manage the onboarding process for new customers, ensuring smooth and efficient deployments of AIMS system and backend integrations.
• Customer Support: Develop and implement support processes to address customer issues promptly and effectively.
• Hardware and Device Maintenance: Ensure high availability and reliability of drone systems through proactive maintenance and timely repairs.
· Vendor Management: Work closely with vendors for ordering of hardware, RMAs and repairs, and general vendor support.
• Team Management: Hire, train, and manage a team of technicians and support staff, providing leadership and guidance to ensure operational excellence.
• Customer Advocacy: Act as the voice of the customer, providing feedback to product development teams to drive continuous improvement.
• Operational Procedures: Develop and implement standard operating procedures for customer deployments, hardware maintenance, and support.
• Performance Monitoring: Monitor and analyze operational performance metrics, identifying areas for improvement and implementing solutions.
• Relationship Management: Establish and maintain strong relationships with customers, addressing their needs and resolving any issues promptly.


KEY SKILLS AND EXPERIENCE
Qualifications:
• Bachelor’s degree.
• Proven experience in operations management, preferably with a logistics, hardware or enterprise technology company working with complex technology
• Understanding of the warehouse and logistics industry and warehouse management systems.
• Strong leadership skills with experience managing and developing a team.
• Excellent problem-solving and analytical skills.
• Exceptional customer service skills with the ability to build and maintain strong relationships.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

What would make you stand out:
Understanding of hardware maintenance and technical support processes.

Experience in the drone or robotics industry.