Operations Administrator
SproutLoud
Medellin, Antioquia, CO
hace 4 días

Overview:

The Operations Administrator is directly responsible for the day-to-day management and operational framework and systems to deliver key areas of SproutLoud’s Service Delivery and Client Services functions. This includes (but is not limited to) Digital Services, Media Buying, Production Design, Print Production, Claims, Partner Ignite as well as Sub and Master Account Support functions.  This position is responsible for the development, implementation, maintenance, KPI-monitoring and reporting, and operational systems performance for internal departments. The Operations Administrator works directly with product stakeholders of core areas of SproutLoud’s Service Delivery and Client Services departments. This position also decides on the product and technology direction in support of programs. In addition, his/her secondary responsibility is to help jointly develop processes and systems with other Company departments to keep SproutLoud highly scalable and efficient.

Responsibilities:

  • Day-to-day configuration, support and maintenance of Zendesk
  • Implement tools to create scalable models as requested
  • Manage cross-department operational processes and systems for support of Service Delivery and Client Services
  • Work directly with IT to coordinate resources to address internal initiatives
  • Work directly with Client Services teams to support outbound and inbound account management support and program development
  • Act as product owner for Zendesk including custom development initiatives
  • Act as product owner for Harvest including custom development initiatives
  • Act as product owner for CRM/Workflow system (SugarCRM) including custom development initiatives
  • Act as product owner for Partner Ignite system (Outreach)
  • Monitor new functionality and enhancements on all product owner systems for potential SproutLoud implementation and improvement
  • Act as business owner for SproutLoud’s IP phone system
  • Maintain and update internal dashboard system for KPI reporting

Requirements:  

  • 3+ years system administration experience
  • Excellent written and spoken English
  • Solid knowledge of local marketing – including marketing stages, channel marketing, B2B marketing and most importantly, consumer marketing (2+ years experience)
  • Digital marketing knowledge (2+ years hands on experience) 
  • Bachelor Degree required (Information Systems, Production Operations Management or related)
  • Strong internal service skills
  • Ability to multitask
  • Entrepreneurial mindset and ability to develop new processes and/or formats as needed
  • Ability to learn new technologies, software and computers quickly
  • Experience with CRM, support ticketing systems, time tracking systems, BI reporting tools
  • Strong organizational skills
  • Strong Excel skills
  • Zendesk administration experience a plus
  • Grow or other dashboard/BI visualization experience a plus

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