Expert Operations Manager

Time zone
Type
Full Time
Opening date
Closing date
1 Aug 2021
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Archive Job Description

MURAL is a digital workspace for visual collaboration that connects over 50 percent of Fortune 100 enterprises. Our platform and services enable innovative teams to think and collaborate visually to solve important problems. People benefit from MURAL’s speed and ease of use in creating diagrams, which are popular in design thinking and agile methodologies, as well as tools to facilitate more impactful meetings and workshops.

Global enterprises including IBM, USAA, E-Trade, Intuit, SAP, Atlassian, Autodesk and GitHub have embraced visual collaboration to align their teams, plan in real-time, speed up decision making, reduce travel costs and accelerate a culture of innovation.

MURAL is headquartered in San Francisco and employs over 200 people working across six time zones around the world like Buenos Aires, Atlanta, and across Europe. We recently raised $118m in a series B round of financing, so we are ready to take MURAL to the next level.

YOUR MISSION

As an Expert Operations Manager, you’ll help the fast-growing Community team build the systems and monitoring required to successfully scale our professional services offerings. The MURAL Community team has seen incredible customer demand for access to experts who can help users with their MURAL use-cases, from facilitating a meeting to helping customize a template to ensure a successful outcome. In this role, you will:

  • Partner with our SME’s to build, train and manage a service operations pool from start to finish
  • Create standards and operational procedures that meet our quality bar, while also aligning with our branding and community themes
  • Define training, certification and quality requirements to ensure we effectively scale our programs
  • Help us rapidly scale our service offerings, while maintaining the ability to run experiments and learn from our users
  • Collaborate with different subject matter experts to develop the best system
  • Make a direct impact on the MURAL Community by providing a valuable resource

YOUR PROFILE

The ideal candidate will have the following characteristics:

  • Proven ability to take customer-tailored processes and build scalable systems around them
  • Uses data-driven decision making, focused on creating data models that monitor and alert you to issues before they happen
  • Has the ability to apply operation skills creatively to skills/use-cases that haven’t been operationalized before
  • Accepts a challenge head-on
  • Works at/has worked at a fast-growing Startup
  • Has a hands-on leadership style
  • Proven ability to execute, execute, execute
  • Has experience with outcome-based learning
  • Uses a human-centered approach to understand customer needs and challenges
  • Comfortable with expressing themselves in verbal, written and visual manners

Nice to have:

  • Experience managing an operations area, such as a support service desk, a delivery pool or professional services

WHAT WE OFFER

In addition to being part of our quest to help people empower their imagination, we offer:

  • Competitive salary and benefits
  • Flexible working hours
  • Ability to work remotely
  • Flexible time off
  • A phenomenal learning environment for you to develop

OUR VALUES

We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values:

  • Make Others Successful
  • Adapt to Thrive
  • Show Up With a Smile
  • Generate Wows
  • Think Global
  • Play to Win and Have Fun

Practicing equality through imagination work.

MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life.

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