Technical Escalations & Operations Management

We love technology, and we enjoy what we do. We are always looking for innovation. We have social awareness and try to improve it daily. We make things happen. You can trust us. Our Enrouters are always up for a challenge. We ask questions, and we love to learn.

We pride ourselves on having great benefits and compensations, a fantastic work environment, flexible schedules, and policies that positively impact the balance of work and life outside of it. We care about who you are in the office and who you are as an individual. We get involved, we like to know our people, we want every Enrouter to become part of a great community of highly driven, responsible, respectful, and above all, happy people. We want you to enjoy working with us.

As a Technical Escalations & Operations Manager, you will play a critical role in overseeing and managing technical escalations, as well as ensuring smooth operations within the organization. You will collaborate closely with cross-functional teams to address technical challenges, improve processes, and deliver exceptional customer experiences.

Requirements

• Bachelor's degree or equivalent experience in a relevant field.
• Strong technical, problem-solving, and analytical skills.
• Proven operations management experience with a focus on efficiency and process improvement.
• Exceptional communication, interpersonal, and leadership abilities.
• Expertise in project management and handling priorities.
• Strong Experience with SQL, (Javascript and Python is a plus).
• Experience with tools like JIRA, Zendesk, ServiceNow, Tableau, Power BI, Zapier, Jenkins, GitLab, Git, AWS, Datadog, and JMeter, Snowflake, AWS, Databricks.
  
  
  Responsibilities
  
  
• Serve as the main contact for technical escalations, coordinating with teams to resolve issues and minimize downtime.
• Investigate escalated customer issues, identify root causes, and implement effective solutions.
• Collaborate with support teams, product managers, and engineers to advocate for customers and ensure timely resolutions.
• Manage stakeholder communication with updates on escalations and action plans.
• Develop and refine workflows, ensuring adherence to standards and best practices.
• Analyze performance metrics to improve efficiency and productivity.
• Address operational challenges, optimizing workflows and reducing risks and errors.
• Build strong relationships with stakeholders to streamline escalations and initiatives.
• Provide leadership and coaching, fostering a culture of growth and high performance.
• Work with team leads to ensure cohesive escalation management and share best practices.

Benefits

• Monetary compensation
• Year-end Bonus
• IMSS, AFORE, INFONAVIT
• Major Medical Expenses Insurance
• Minor Medical Expenses Insurance
• Life Insurance
• Funeral Expenses Insurance
• Preferential rates for car insurance
• TDU Membership
• Holidays and Vacations
• Sick days
• Bereavement days
• Civil Marriage days
• Maternity & Paternity leave
• English and Spanish classes
• Performance Management Framework
• Certifications
• TALISIS Agreement: Discounts at ADVENIO, Harmon Hall, U-ERRE, UNID
• Taquitos Rewards
• Amazon Gift Card on your Birthday
• Work-from-home Bonus
• Laptop Policy
  

Equal employment

Enroute is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.