Business Service Manager

📋 Description

• • As a Business Services Manager at Omnidian, Inc., you will be at the forefront of revolutionizing performance assurance for the distributed solar and energy storage industries. This pivotal role offers a unique opportunity to lead, support, and provide operational oversight across three critical business functions: case management, operations support, and client success. You will be instrumental in ensuring the seamless delivery of our services, fostering a culture of excellence, and driving customer satisfaction within our rapidly growing Australian market.
• • Your leadership will extend to coaching and developing a diverse team of direct reports, empowering them to excel in their respective roles. You will be a central point for critical decision-making, managing client escalations, optimizing scheduling processes, and overseeing inventory management. This role demands a proactive and adaptable approach, requiring you to maintain a general awareness of all three core functions, even when assigned to a primary stream. This cross-functional understanding is vital for ensuring operational continuity, especially during periods of leave coverage or peak demand, where you may be asked to temporarily support tasks outside your core area.
• • In the realm of case management, you will oversee the efficient and effective resolution of customer inquiries and issues, ensuring that all cases are handled with the utmost professionalism and urgency. This involves developing and refining case management protocols, monitoring team performance against key metrics, and acting as the ultimate escalation point for complex or sensitive client situations. Your ability to analyze case trends will be crucial in identifying areas for process improvement and proactive problem-solving.
• • For operations support, you will be responsible for ensuring the smooth day-to-day functioning of our service delivery operations. This includes collaborating with various internal teams to streamline workflows, optimize resource allocation, and maintain high standards of operational efficiency. You will play a key role in managing scheduling, ensuring that our field technicians are deployed effectively to meet client needs, and overseeing inventory management to guarantee the availability of necessary parts and equipment. Your insights will be vital in identifying bottlenecks and implementing solutions to enhance overall operational performance.
• • In client success, your focus will be on building and nurturing strong, long-lasting relationships with our clients. You will be the primary point of contact for key accounts, proactively engaging with clients to understand their needs, address concerns, and ensure they are deriving maximum value from Omnidian's services. This involves developing strategies to enhance client retention, identify opportunities for upselling or cross-selling, and championing the voice of the customer within the organization. Your dedication to client satisfaction will be a cornerstone of Omnidian's reputation.
• • This role requires a leader who can thrive in a dynamic, fast-paced environment. You will be expected to contribute to team outcomes through shared accountability and a flexible mindset, embracing evolving operational priorities and business needs. Your ability to build strong cross-functional relationships and communicate effectively across all levels of the organization will be paramount to your success.
• • By joining Omnidian, you are not just taking on a job; you are becoming part of a mission-driven company dedicated to building a more sustainable future. You will be contributing to a company that values innovation, customer experience, and the growth and development of its employees. This is an exceptional opportunity to make a significant impact in a company that is a leader in the renewable energy sector.