Functional Manager

Job Description

We are seeking a highly skilled and motivated Manager to oversee process implementation, project management, and customer care operations. This role involves close collaboration with multiple stakeholders, driving operational excellence, and ensuring high levels of customer satisfaction. The successful candidate will possess strong leadership skills, analytical capabilities, and the ability to manage cross-departmental coordination effectively.Key Responsibilities:Process & Project Management Lead process implementation initiatives and manage complex projects from conception to completion. Develop and maintain Standard Operating Procedures (SOPs) for various operational processes. Coordinate with institutes, labs, and technical heads to ensure timely delivery of project objectives. Monitor project progress and adapt plans as necessary to meet goals.Customer Care Management Oversee customer care department operations and evaluate team performance. Collaborate with Subject Matter Experts (SMEs) to create support materials such as videos, FAQs, and documentation. Establish and maintain customer support forums and knowledge bases. Publish white papers on equipment specifications, operational procedures, and result interpretation.Content Development & Knowledge Management Develop and maintain technical documentation, training materials, and operational guides. Create and manage blog content related to equipment and operations. Coordinate with the marketing team to efficiently generate and fulfill equipment requests. Design and implement comprehensive documentation systems for operational procedures.Data Analytics & Reporting Work with data analysts to create and maintain management dashboards. Collaborate with development teams to ensure data accuracy and resolve discrepancies. Generate and present regular reports on operational metrics and KPIs. Analyze performance data to identify and implement improvement opportunities.Training & Resource Management Develop and implement operator training programs. Maintain a pool of trained resources and manage operator deployment and scheduling. Track training effectiveness and certification status for all resources.Strategic Operations Work directly with the COO to execute operational plans. Coordinate with labs and operator teams to fulfill equipment requests efficiently. Optimize resource allocation and utilization to ensure operational excellence. Implement continuous improvement initiatives to enhance efficiency and effectiveness.Additional Responsibilities: Support the implementation of the LMS platform at I-STEM. Coordinate extensively with institutes, labs, and technical heads to gather equipment details and ensure proper training.Required Qualifications: Bachelors degree in Science or Engineering (Must Have) Minimum of 5 years of experience in operations management or a similar role. Strong project management skills with proven success in process implementation. Experience in managing customer service operations and teams. Excellent communication and stakeholder management skills. Expertise in creating technical documentation and training materials. Proficiency in data analysis and reporting. Demonstrated leadership and team management abilities.Preferred Qualifications: Masters degree in a relevant field. Project Management certification (PMP or similar). Experience with laboratory or technical equipment operations. Knowledge of data visualization tools and dashboard creation. Background in technical content creation and knowledge management.Working Conditions: Full-time role based in Bengaluru. May require occasional travel. Flexible working hours may be needed to support operations.,

Keyskills :
Process ManagementProject ManagementLeadershipAnalytical SkillsCollaborationCustomer SatisfactionData AnalyticsReportingTraining ProgramsResource ManagementStakeholder ManagementTechnical DocumentationData VisualizationCustomer Care Managemen