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High Touch Operations Manager - Poland (5595)

Krakow, Poland

 

Job description

itD is seeking a High Touch Operations Manager to lead high-impact incident management and customer engagement efforts that strengthen trust, accelerate issue resolution, and optimize the value customers receive from their technology investments. This role plays a critical part in transforming the customer experience by delivering proactive, personalized, and outcome-driven support.
The ideal candidate brings deep experience in incident management, customer advocacy, cross-functional coordination, and technical support environments, with a demonstrated track record of delivering rapid issue resolution, measurable KPI improvements, and high-quality customer communications.
 
We provide comprehensive medical benefits, a 401k plan, paid holidays, and more.
Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.
 

Responsibilities:

  • Lead the end-to-end management of customer-impacting incidents, serving as the primary customer advocate and point-of-contact for all support-related inquiries.
  • Coordinate closely with engineering and support teams to track, assess, and resolve service requests, ensuring timely updates and high-quality customer communication.
  • Drive delivery of incident-related program processes, including Expert Care activities, critical incident follow-up, cross-functional coordination, and documentation.
  • Monitor alerts and new service requests using standard support tools, ensuring prioritization and resolution according to KPIs and SLAs.
  • Facilitate and participate in high-severity troubleshooting sessions, addressing customer concerns, providing clear communication, and escalating issues when necessary.
  • Conduct weekly case reviews and quarterly incident performance meetings to analyze trends, KPIs, and improvement opportunities.
  • Coordinate customer-requested root cause analysis (RCA) and partner with engineering teams to ensure accuracy and completeness.
  • Maintain strong customer relationships throughout the incident lifecycle using email, phone, chat, video conferencing, and other collaboration tools.
  • Collaborate cross-functionally to support seamless, integrated customer experience delivery across multiple accounts.

Internal Responsibilities:

  • Attend regular internal practice community meetings.
  • Collaborate with your itD practice team on industry thought leadership.
  • Complete client case studies and learning materials (blogs, media, etc.).
  • Contribute to Digital Transformation practice materials.
  • Participate in internal itD networking events (virtual and in-person).
  • Engage with leadership to explore career fast-track opportunities.

Required qualifications and skills

  • French and English fluency required.
  • Proven leadership skills and ability to work autonomously while navigating complex and evolving processes.
  • Experience working in a support or technical incident management environment is strongly preferred.
  • Ability to partner with engineering teams to review potential product or software defects and coordinate fixes.
  • Strong understanding of support operations, business processes, and customer-facing technical environments.
  • Ability to independently coordinate, track, and complete tasks across multiple workstreams.
  • Solid technical and networking comprehension, with the ability to leverage internal technical experts effectively.

Preferred qualifications and skills

  • ITIL Foundation or Intermediate certification.
  • Experience with enterprise support environments or large technology organizations.
  • Fluency in Slovak or Polish.
  • Industry certifications such as CCNA or higher.
  • Knowledge of enterprise networking or related technology domains.

Education

  • Bachelor’s degree in a relevant field or equivalent work experience required.

 

Company Description
About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.

The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at recruiting@itdtech.com and let us know the nature of your request and your contact information.

Additional Info
Dynamic environment in a culture of respect, empowerment and recognition for a job well done, apply today!

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