Service Quality Manager

Description
Great service isn't something you do after a partner has a bad experience. It's something you build, measure, and keep making better. As our Service Quality Manager, you'll be the person who makes service quality visible, closes the loop when things go sideways, and leads the process improvements that keep it from happening again. You'll work hand in hand with engineers, department and team managers to turn information into action. Are you in?
About Us
We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running.
We are all about our company culture so much so, that it’s our #1 priority.
We believe life is an adventure to be lived. With more than 200 Niners, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life.
In This Role, You'll Have The Opportunity To
Be the service-side first point of contact for partner feedback, giving partners a real owner for service quality
Turn tough moments into stronger partnerships by following up on negative satisfaction results and significant escalations until the partner is confident in the outcome
Own the service quality metric set, including satisfaction, SLA adherence, ticket aging, and mean time to resolve, and spot issues before partners ever feel it
Dig into the data to find which partners, ticket types, and workflows drive the most quality loss, then present your findings to leadership along with solutions
Lead process improvement from start to finish: build the change, update the SOPs, drive adoption, and prove it moved the metric
Shape ConnectWise workflow, routing, and automation changes that make great service easier to deliver
Gain cross-functional visibility by partnering with Service Delivery, Project Services, Sales and Support Desk
Build influence without authority, partnering directly with the Director of Service Operations to set the direction of improvement work
Requirements
3 or more years of experience in a managed services or technology service delivery environment
2 or more years of experience working directly with service metrics, service agreements, and ticketing data
Experience in a partner or customer facing role, including leading difficult conversations
Proficiency with a professional services automation platform (ConnectWise and Power BI preferred)
Excellent professional verbal and written communication skills
Previous experience leading process improvement work preferred
What You Will Get Out Of The Role
Competitive salary with a clear path to grow your impact in service delivery
Comprehensive health, dental, and vision coverage
Career development budget for certifications, conferences, and continued learning
A seat at the table: visibility with leadership and a direct hand in how Five Nines delivers service
Equal Employment Opportunity Employer
Five Nines provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with federal, state, and local laws.

Work arrangement
Yes