Operations Manager - Sand Tech Holdings Limited

Are you an experienced, operations manager who wants to transform companies around the world with technology and also thrives on building efficient systems and ensuring smooth operations?

If so, then, the Operations Manager, Customer Solutions job might just be the job for you!

ABOUT US

Sand Technologies is a fast-growing, technology services company with clients across four continents.  The team within Sand has over 200+ scientists and engineers based in South Africa, Romania, the UK and the US who work in the Utilities, Telecom, Healthcare, Oil & Gas, Mining, Insurance, Finance and Investment sectors. 

We believe that enterprises can fundamentally improve the way they run their businesses by leveraging the wealth of data they have access to. We build industrial-grade AI and software applications, supported by digital twin platforms and digital skills transformation, to ensure our applications deliver value. 

We've built over 20 industrial AI Solutions that are in active use by our clients today. These applications have fundamentally changed the way our customers run their operations. We have won multiple awards for the work we've done - including Water Productivity App of the Year and UK Data Science Project of the Year (2021).

Our teams work at the cutting edge of AI technology, with an inquisitive and collaborative mindset, doing meaningful work to impact the world … that you can be proud to tell your kids about.

THE WIDER SAND GROUP

Africa has an untapped talent pool that is increasing exponentially, with a projected workforce that will exceed India and China by 2035. Fuelled by this, Sand's overall mission is to create work opportunities for millions of Africa's youth and solve the world's shortage of technology talent. 

We have investment backing and plan to become a multi-billion dollar global technology services provider that employs over 100k employees across the globe.

Within the Sand ecosystem, there are two key brands:

• With ALX, we are building the fastest-growing pool of technology talent in the world, training young talent across Software Engineering, Cloud Computing, Data Science and Salesforce. We are shaping the next generation of software engineers in over 60 countries. 
• Through Sand Technologies we support enterprises and scale-ups around the world to develop world-class technology products, build great technology teams, generate more revenue, and deliver outstanding customer experience. 

With expertise in software development, data, cloud, machine learning, artificial intelligence, UX design, web development, etc, we provide unparalleled opportunities to technology talent worldwide while reshaping industries, disrupting traditional business models, and creating new opportunities for innovation and growth.

We do hard things!

ABOUT THE ROLE

In this role, you'll report to the Managing Director, Customer Solutions (presales).  You will play a key part in establishing and running the foundation Customer Solutions Operations. You will be responsible for developing and implementing processes, templates, and governance frameworks that empower our team, and enables other stakeholders in Sand to deliver exceptional proposals and win more business.  Your Responsibilities will be divided into three key areas:

• Setting up new processes and/or refining existing ones
• Develop a comprehensive Customer Solutions Operations vision and roadmap, aligned with the company's overall business objectives
• Lead the Customer Solutions Operations team in establishing best practices and methodologies for efficient operations 
• Craft proposal/SOW templates for various Sand offerings, including AI solutions, staff augmentation, software development, and other emerging propositions.
• Develop processes for how Customer Solutions interfaces with other departments e.g., sales, marketing, partnerships, products, etc. 
• Develop a comprehensive RFP and proposal lifecycle management process, including stages from initial inquiry to final submission- including a system for qualifying and prioritizing incoming RFPs based on various parameters e.g., strategic fit,  potential value, etc. 
• Create a governance playbook outlining approval rights and procedures for the entire sales and RFP process.
• Develop a set of Key Performance Indicators (KPIs) to measure the effectiveness of the Customer Solutions function
• Support the implementation and maintenance of Customer Solutions processes 
• Conduct reviews of proposals, Statements of Work (SOWs), RFIs, and RFPs, ensuring compliance to Sand policies 
• Work with various stakeholders to support responses to RFIs and RFPs 
• Support the development of proposal/SOWs for Sand offerings including AI solutions, staff augmentation, software development, and other emerging propositions.
• Collaborate with finance and sales teams to determine competitive and compliant pricing strategies.
• Monitor KPIs and metrics to optimize Customer Solutions performance.
• Foster a culture of continuous improvement, identifying areas for process optimization and driving innovation within CS Ops.
• Managing other routine and ad hoc activities required for the smooth functioning of the customer solutions function e.g., 
• Maintain internal dashboards for tracking Customer Solutions workload, opportunities, etc.
• Develop various reports to support key Customer Solutions meetings 
• Run internal and external NPS surveys to assess employees' and client satisfaction
• Develop an internal portal for organizing all Customer Solutions artefacts 
• Assist with all other Customer Solutions tasks as needed 
• Oversee the planning and execution of various Customer Solutions meetings e.g., trimester planning meetings

WHAT ARE WE LOOKING FOR AS AN IDEAL CANDIDATE?

QUALIFICATIONS

• Bachelor's degree in business administration, engineering, or a related field (or equivalent experience).
• Minimum 5+ years of experience in customer solutions operations or a related field.
• Proven track record of leading and optimizing operational processes
• Experience in project management or customer solutions (pre-sales) operations.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Proficiency in project management methodologies and tools.
• Ability to work independently and as part of a team.
• Experience with CRM and project management software is a plus.

KEY COMPETENCIES

• Self-starter, curious, driven to make things happen, great communicator, problem solver, ability to build strong relationships
• Remote role based in the mainland US, with Houston as the base location.  Candidate should be willing and able to travel as needed