Overview:
We are hiring a Platform Operations Manager to oversee the daily performance, data integrity, and process efficiency of multiple SaaS platforms for a U.S.-based health and wellness company. This role is ideal for someone who can balance technical problem-solving, analytics, and team collaboration.
We are looking for the following specific requirements
- 5+ years of experience in SaaS operations, client success, or technical support
- Proven experience administering Zendesk (workflow setup, triggers, automation, and reporting)
- Strong analytical and reporting abilities using Excel, BI tools, or SQL
- Experience managing cross-functional collaboration with technical and product teams
- Excellent written and verbal communication skills with strong documentation habits
- Strong leadership and process optimization skills
Your responsibilities will include (but are not limited to):
- Oversee and manage daily platform operations
- Conduct regular system health checks, user activity monitoring, and data validations
- Lead Zendesk support administration and ensure high SLA compliance
- Track KPIs, analyze performance, and generate operational dashboards
- Collaborate with engineering and product teams for bug fixes and feature enhancements
- Develop and maintain SOPs for support workflows and platform operations
- Mentor junior team members and ensure consistent support standards
- Build executive-level reports summarizing platform health and client satisfaction
Technical Requirements
- Main and Back up computer
- Minimum i5 processor
- Main and backup internet
- Minimum 25 Mbps
- Noise-canceling headset
- Webcam
Perks
- Paid PH holidays after 3 months
- Attendance incentives after 3 months
- Referral bonuses
- Performance appraisal
- Prepaid health and wellness card after 6 months