Customer Operations Manager

About the Role

Bond is growing and seeking a dynamic Manager of Customer Operations. This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing the company in customer-facing engagements. 

Responsibilities:

• Lead and Manage operations, ensuring goals are met on a daily and hourly basis and being positioned to assist agents and clients alike should a concern arise.
• Represent Bond to customers, partners, the public, government, and other external sources
• Establish short-range and achieving long-range objectives and strategies, and drive action to achieve them in a member and subscriber-based environment.
• Develop and enhance processes to strengthen the Operations Framework
• Identify the training needs of others, developing formal developmental, training/mentoring programs, and teaching or instructing others
• Effectively evaluate situations, identify critical issues, and support team members in a high-intensity environment.
• Establish or suggest improvements to applications, ideas, relationships, systems, or contributions.
• Identify and analyze trends and patterns and produce strategic reports, dashboards, metrics and presentation to Senior Leadership
• Coordinate the Work and Activities of Others to ensure results are Timely, Accurate, and Complete.
• Scheduling events, programs, and activities, as well as the work of others
• Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.
• All other duties as assigned.

Required Skills & Experience:

• Fluent in Hebrew and English, French is also a plus
• Completion of a bachelor’s degree is highly desired
• Military service (combat preferred)
• 3+ years experience representing an organization to large, enterprise customers, the public, government, and other external sources
• 3+ years of project management experience
• 2+ years of management experience in a restricted/controlled action environment
• 2+ years of Call Center experience
• Strong Presentation skills
• Experience working in a high-impact service arena, including but not limited to EMT, first responder, military police, security, etc.
• High energy, high attention to details, process oriented, and professional.
• Proficient computer skills and Operational System knowledge to include Microsoft Office applications, G-Suite, iOS, Android OS, and other online applications and programs
• Familiarity with principles and methods for curriculum, training, and associated measurements
• Critical Thinking, Active Listening, and the ability to make sound judgment and decisions
• Ability to communicate and mediate conflict, disagreements, or miscommunications with tact and diplomacy
• Assessing performance of yourself, others, and/or organizations to make improvements or take corrective action
• Functional knowledge of conducting tests and inspections of products, services, or processes to evaluate quality or performance
• Working grasp of Social Perceptiveness and Situational Awareness
• The ability to successfully complete a thorough background and reference check.
• Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.

Total Rewards

As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.

We’ve been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.

Why you should join us:

• Stock option grants at a high growth startup.
• Bond security services for you and your loved ones ($450 value per person)
• Growth and development opportunities to advance your career – as we grow as a startup, we strive to promote from within.
• Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
• Study fund
• Complimentary access to gym

✨ Be part of something meaningful

About the Company

Bond is revolutionizing personal security and peace-of-mind for all.

Bond established a new paradigm and is setting a new standard of Preventative Personal Security. The Bond platform allows Bond members (end-users) to request that Bond look after them in situations whereby they feel uncomfortable, but it is too early to dial emergency services [911 or other].

The Bond platform combines cutting-edge technologies & AI, with Bond 24/7 Personal Security Agents who respond in seconds via the Bond app. Unlike simple panic buttons that offer a reactive solution in emergencies, Bond is preventative in pre-emergency situations.

Bond offers members a sense that they are never alone. By activating Bond Preventative Services, Bond looks after the members in a variety of situations and can detect anomalies and threats, intervene, calm, guide, deescalate, deter unwanted company and orchestrate help from first responders. All along, Bond guarantees the privacy of the members.

Bond advisors include the foremost security experts globally, including former heads of US Secret Service, FBI, heads of metropolitan police globally, military special ops and other experts.

Bond customers include some of the largest corporations in the world, cities and universities, who pay for the Bond services and make them available for their people.

Bond is operational in 30 countries and growing.

Download our app on Google Play or iTunes. If you want to learn more, visit our website www.ourbond.com.