Manager, Professional Services (Solution Design Lead)

Company: Optoro
Location: Washington
Posted on: February 25, 2021

Job Description:

Apply Now Manager, Professional Services (Solution Design Lead) at Optoro Washington, DC About Optoro Optoro is a fast-growing technology company that is revolutionizing the retail industry. Every year, more than 15% of retail goods are returned or simply never sell. This creates tons of unnecessary waste and costs retailers billions. Our mission is to make retail more sustainable by eliminating all waste from returns. Our technology platform connects a seamless online returns experience with efficient supply chain processing and best in class reCommerce, so that retailers can improve outcomes across all points of the returns lifecycle.-- Backed by some of the top investors in the country - including Kleiner Perkins, Revolution Growth, and UPS - Optoro is powered by its collaborative, unconventional, and resourceful employees who love solving big problems. We are looking for individuals with similar creativity and energy to help build a lasting company focused on the triple bottom line. Optoro continues to work primarily remote due to COVID-19. Interviews and onboarding for new candidates will be done remotely for the foreseeable future. Position The Manager, Professional Services will work closely with members of the Professional Services team to deliver stellar implementation and project management services to clients. You will establish credibility internally and externally with your technical, supply chain, and consulting knowledge to serve some of the largest retailers and brands. As a hands-on team member, you will lead the scoping and design of workstreams, to ensure that solution concepts defined during the sales cycle are seamlessly translated to implementation details for timely and successful launches of our software platform. You will collaborate with clients, sales, product management, and software development teams to deliver technical solutions that solve some of the most complex and challenging returns management and reverse logistics issues for our clients. Your efforts will contribute to Optoro's mission to make retail more sustainable by eliminating waste from returns. In this role, you'll have the opportunity to implement solutions that help retailers keep their products out of landfills and send them to their next best homes. By enabling retailers to efficiently resell, donate, or recycle their products, you will take part in enabling Optoro's clients to drive toward a circular economy. Duties and responsibilities - Deliver Extraordinary Results for Software Implementations

• Work with our pre-sales and product management teams to ensure projects are properly scoped and can be delivered successfully to the client
• Lead detailed solution and operational process scoping sessions with clients for technology implementations, including facilitation of planning workshops and definition of functional requirements with technical teams
• Collaborate with client and internal stakeholders to set business goals, identify appropriate resources, track and report on progress and develop schedules--
• Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs, and encourage risk-taking to maximize business value
• Support the training team for on-site implementations in clients' warehouses and stores including setup, monitoring, and troubleshooting during installation period
• Communicate and interact with many client partners; establish credibility with client partners and develop "trusted advisor" status with client peers
• Simultaneously manage work streams across multiple active client-facing projects at a time; seamlessly coordinate and mobilize resources from internal cross-functional groups
• Set up client account settings and software configurations consistent with program design and commercial structure through API and flat file integrations, resulting in on-time and error-free program launches
• Lead problem resolution within project launches through delivering and tracking of issue logs, and manage overall "hypercare" support--
• Develop, maintain, and continuously improve client facing implementation templates and project plans - Support Professional Services Design Center of Excellence
  • Work within Professional Services to maintain and build out technical design capabilities, including data translation and implementation guides with a continuous feedback loop
  • Contextualize client requirements that necessitate software enhancements to internal Product Management and Technology teams
  • Identify trends and explain market gaps common across different clients to help Product Management team improve existing Optoro solution with maximum impact Qualifications
    • Bachelor's degree from a 4-year college (or equivalent) is required; degree in Business Administration, Economics, Supply Chain, Engineering, or Computer Science preferred
    • Retail and/or Supply Chain software with software development lifecycle experience required
    • 2-7 years working with clients in a consulting capacity, experience with project and change management; background in retail preferred
    • Proficient in Microsoft Office with strong skills in Excel, PowerPoint, Project, Word, and Visio
    • Willingness to travel for extended periods to client locations, up to 50% of time.
    • Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions
    • Exemplary critical-thinking skills, attention to detail and ability to perform tasks with a high degree of accuracy
    • Ability to simplify difficult situations into pragmatic solutions while maintaining client satisfaction
    • Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision
    • Thrive in a dynamic, fluid team environment and able to deal with ambiguity
    • Energetic and highly dependable with solid organizational skills
    • Competitive base salary, benefits and equity plans
    • Generous paid time off
    • Opportunity to work with people who are passionate about what they do and also like to have fun
    • Outside learning opportunities for career development Optoro is an equal opportunity employer.-- If you selected "other" above, please specify here:
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Keywords: Optoro, Washington DC , Manager, Professional Services (Solution Design Lead), Executive , Washington, DC