Operations Manager

Location

Portugal, with the possibility to work remotely

Company Overview

IPS Innovative Prison Systems (operating in North America as ICJS Innovative Criminal Justice Solutions Inc.) is a boutique research, IT development and advisory firm specialized in the field of justice, prison services, community sanctions and measures, juvenile justice, and law enforcement. Through our research, advisory services, and digital products, under the umbrella of one all-embracing integrated strategy, we develop and promote fair, effective, and proportionate evidence-based responses to criminal justice issues and challenges worldwide.

Job Description

We are seeking an experienced and dedicated Operations Manager to oversee customer support and post-go-live operations for our Criminal Justice Digital Transformation Team. This professional will ensure smooth operations and customer satisfaction after the deployment of our digital products, such as the HORUS 360iOMS Offender Management System. The Operations Manager will play a crucial role in managing customer relationships, handling support issues, and optimizing post-go-live processes.

Reports to:
Chief Technology Officer, CTO
 

Key Responsibilities

• Customer Support Management - Oversee the customer support team to ensure timely and effective resolution of customer issues. Develop and implement support processes to enhance customer satisfaction.
• Post-Go-Live Operations - Manage post-go-live activities, including system monitoring, performance optimization, and issue resolution. Ensure the reliability and stability of deployed solutions.
• Customer Relationship Management - Build and maintain strong relationships with customers. Act as the primary point of contact for post-go-live support and ensure customer needs are met.
• Issue Resolution - Identify, track, and resolve technical and operational issues reported by customers. Collaborate with cross-functional teams to address complex issues and implement solutions.
• Process Improvement - Identify areas for improvement in post-go-live processes and customer support. Develop and implement best practices to enhance efficiency and effectiveness.
• Training and Documentation - Identify areas for improvement in post-go-live processes and customer support. Develop and implement best practices to enhance efficiency and effectiveness.
• Performance Monitoring - Implement metrics and dashboards to monitor customer support performance. Provide regular reports and updates to senior management.
• Compliance and Security - Ensure all operations comply with relevant legislation and security standards. Conduct regular assessments and audits to maintain compliance and data security.
• Team Leadership - Lead and mentor a team of customer support and operations staff. Foster a collaborative and productive work environment and provide guidance, support, and professional development opportunities.
   

Qualifications

• Education - Bachelor’s or Master’s degree in Business Administration, Operations Management, Information Technology, or a related field. Relevant certifications (e.g., ITIL, PMP) are highly advantageous.
• Experience - Minimum of 5-7 years of experience in operations management, with a focus on customer support and post-go-live operations. Proven track record of managing and delivering complex projects. Experience in the criminal justice sector or similar regulated environments is desirable.
• Technical Skills - Proficiency in customer support tools (e.g., Zendesk, Salesforce), project management tools (e.g., MS Project, JIRA), and performance monitoring tools. Strong knowledge of operations management principles and best practices.
• Soft Skills - Excellent problem-solving and analytical abilities. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Strong leadership and team management skills. Attention to detail and strong organizational skills.
• Languages - English proficiency. Portuguese, Spanish and French are desirable.
   

Personal Attributes

• Ethics and Integrity - High level of professional integrity and ethical standards. Commitment to confidentiality and data security.
• Adaptability - Ability to adapt to changing technologies and client needs. Willingness to continuously learn and improve technical and professional skills.
• Team Player - Strong collaborative skills and the ability to work well with diverse teams.

Application Process

Interested candidates should submit their application, cover letter, and CV through the following form. In the cover letter, please highlight your experience in customer support and post-go-live operations and any relevant projects.

APPLY FOR THIS JOB HERE

IPS Innovative Prison Systems is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.