WHO WE ARE:
At Orion180, we don’t just stand out for what we do - we shine because of how we do it. By integrating cutting-edge proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.
Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Dallas, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.
Join Our Team as an Operations Manager
Are you a dynamic leader with a passion for driving operational excellence? Orion180 Technologies is on the hunt for a highly skilled and experienced Operations Manager to lead and motivate our new Operations team in Dallas, TX. Your primary mission will be to support exciting new product launches in the Internet of Things (IoT) realm, including innovative applications like PryzmIQ, our self-inspection platform.
In this pivotal role, you will be responsible for building and leading the support function, which will encompass a dedicated team of Customer Service Representatives. Your team will play a crucial role in assisting customers, insurance agents, and installers by providing support that includes answering questions, offering technical assistance, and delivering updates on shipping and installation queries.
As the Operations Manager, you will not only develop and supervise the Customer Service team but also drive operational excellence throughout the organization. Your leadership will be essential in creating a customer-centric environment that prioritizes efficiency and satisfaction.
If you're ready to make a significant impact and lead a talented team in a fast-paced environment, we want to hear from you! Join us in shaping the future of IoT at Orion180 Technologies!
WHAT YOU’LL DO
- Lead & Mentor: Inspire and guide the customer operations staff, providing coaching to ensure efficient, high-quality work from all team members.
- Oversee Customer Support: Manage daily customer support operations and ensure high levels of customer satisfaction.
- Ensure Compliance: Maintain adherence to regulatory requirements, industry standards, and company policies. Stay informed about relevant regulations, communicate changes to the team, and conduct periodic audits to mitigate risks.
- Monitor Performance: Analyze departmental performance KPIs, including omni-channel service levels and productivity metrics. Identify trends and implement proactive measures to address performance gaps and enhance operational efficiency.
- Schedule Management: Maintain and adjust the team’s daily schedule based on business needs, ensuring optimal attendance and adherence to the schedule.
- Complex Inquiries Support: Assist team members in handling complex customer inquiries, complaints, and escalations, providing timely and effective resolutions to maintain high levels of customer satisfaction.
- Training Development: Collaborate in creating training programs to enhance the skills and knowledge of customer support representatives, providing ongoing training on product knowledge and customer service best practices.
- Feedback Analysis: Collect and analyze customer feedback and satisfaction surveys, using insights to identify areas for improvement and implement initiatives to enhance the customer support experience.
- Foster Team Environment: Cultivate a positive and collaborative team atmosphere, encouraging continuous learning and professional growth among team members.
WHAT WE’RE LOOKING FOR:
- Educational Background: High school diploma or equivalent is required; a Bachelor’s degree in a related field is preferred.
- Relevant Experience: Experience with home-based wireless networking solutions, IoT, and smart home devices, or application support is essential.
- Support Material Development: Proven experience in building self-service support materials, including FAQs, usage guides, and troubleshooting documentation.
- Leadership Experience: Demonstrated experience in a supervisory or leadership role within a customer support or call center environment, preferably with a focus on technical and product support.
- IoT Knowledge: Familiarity with IoT products, processes, mobile device applications, or digital voice assistants is a plus.
- Supervisory Experience: A minimum of 2 years of experience supervising a team of five or more individuals.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively engage with customers, team members, and stakeholders at all levels.
- Problem-Solving Skills: Strong problem-solving and decision-making abilities, coupled with a customer-focused mindset.
- Empathy and Professionalism: Ability to handle sensitive customer issues with empathy, professionalism, and confidentiality.
- Technical Proficiency: Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
WHAT’S IN IT FOR YOU:
Join Our Team & Make an Impact! At Orion180, we don’t just meet expectations—we exceed them. If you’re ready to take your Operations experience to the next level and be part of a dynamic, forward-thinking company, apply today!
- Dynamic Environment: Thrive in a fast-paced, collaborative, and results-driven office where your contributions make a real impact.
- Career Growth: Opportunities for professional development and advancement within a supportive company culture.
- Team Spirit: While our work schedule is structured, we value teamwork and may extend hours during peak times to meet project demands.
Apply Now and Become a Key Player in Our Success Story
While performing general duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, and reading, being able to lift light objects (<25lbs), and using standard office equipment such as computers, printers, and phones. In addition, there is an occasional need to bend, twist or squat down to open/close cabinets, and reach for files or other standard office-type objects.
If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 218-2473 or HR@orion180.com.
Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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