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, including execution during active, time-sensitive scenarios
• 2+ years of people and shift-based operational management experience in restricted/controlled action environment
• 2+ years of Call Center experience working in a command & control, operations center, or similar environment handling human safety–related incidents
• 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.

The role is initially office-based in Tel Aviv, with a possible hybrid option later on. If and When working remotely, you will need the following:

1. High-speed, wired internet (minimum download speed of 150 Mbps for individual use, or 300 Mbps if shared)
2. A quiet, well-lit, professional workspace with a neutral background (gray or white)
3. Desk space for a monitor and laptop
4. Bond will provide IT equipment after onboarding

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.

At Bond, You'll Enjoy:

• Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
• Compensation above industry level.
• Stock option grants at a high growth startup.
• Study fund (Keren Hishtalmut).
• Cibus lunch card to enjoy daily meals.
• Complimentary 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.

Bond is an employer that values ​​diversity and inclusion. We do not discriminate against candidates based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, marital status, disability, health condition, or any other characteristic protected by law. We are committed to a fair and ethical selection process.

Bond maintains a drug-free workplace and may perform pre-employment substance abuse testing and background checks, where permitted by law.

Ready to join Bond? Submit your resume in English and tell us why you're a great fit for this role.

About Bond:

Bond is a US based International personal security company that is revolutionizing Security with its novel paradigm of AI-Powered Preventative Personal Security.

Specifically, Bond operates as a pre-emergency Personal Security Companion/guardian, available to look after Bond members (end-users) when they are uncomfortable. Bond can detect anomalies/threats, engage to check on the members, calm them down, guide them, deter unwanted company and orchestrate first responders.

Bond’s mission is: personal security for all.

Bond is operational in 28 countries and growing.

The largest corporations in the world are adopting Bond for all employees (not just for executives, but also retail store employees, sales associates, drivers, home care nurses, etc.), cities and universities.

Watch this video: https://www.youtube.com/watch?v=CEVW2r3J964

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 to their people.

Bond is operational in 28 countries and growing.

If you want to learn more, visit our website www.ourbond.com .