Operational Software Manager

Right at Home is looking for an experienced
Operational Software Manager! In this position you will be contributing to providing end-users of business applications with training and support on effective use of various applications to run their business. The position is responsible for providing extraordinary customer service to all internal and external users regarding application login, best practice utilization, support and troubleshooting.

• Do you love guiding users so they get the most out of their business applications?
• Are you energized by a fast-paced environment?
• Do you adapt quickly to organizational change and evolving priorities?

Right at Home is clear in its mission... "To improve the quality of life for those we serve". You can help us achieve this mission by lending your leadership experience, proactive problem-solving abilities, success in small business and effecting coaching skills to our organization!

When you come and work for Right at Home, you are joining a company that values its employees in all aspects of life. We offer a casual work environment, hybrid work availability, flexible time off, parental leave, competitive pay, and so many other great benefits!

We are protective of our culture and enjoy working with others who share our core values:
Authentic, Accountable, Approachable, Collab​orate and Integrity! We aspire to work with colleagues who Get it, Want it and have the Capacity to do it. That means you'll work with people who know what it takes to succeed, strive for excellence and have the skills and knowledge necessary to get the job done right! We use the EOS approach to our business, creating transparency and accountability.

• Consistently upholds and demonstrates the Right at Home core values:
  Authentic, Accountable, Collaborative, Integrity and Approachable
• Develop and maintain a thorough working knowledge of company-sponsored software applications and their databases
• Stay abreast of platform enhancements, bug fixes, enhancement requests and support issues
• Assist Franchisees with business technology applications by supporting requests to resolution.
• Monitor all applications for critical enhancements and complete necessary training in order to provide relevant support to users
• Test new releases of application features
• Assist new offices with initial configurations with various applications, coaching on required operational procedures and suggesting best practices
• Monitor support ticket traffic for response times and resolution according to company standards
• Evaluate support requests on a regular basis, looking for themes that drive training and communication opportunities
• Ensure users receive timely resolution and effective communication related to support requests
• Identify and educate best practices that will improve operational efficiencies
• Generate requested system or location-specific reports
• Participates and contributes to the preparation and execution of company events
• Participate in special projects and perform other duties as assigned

• Associate’s degree or equivalent combination of education and experience required
• Customer support experience (via phone, virtual meetings, and email/helpdesk ticketing)
• Franchising experience preferred
• Home care or healthcare experience preferred
• Understanding of homecare operating software preferred
• Knowledge of CRM (Customer Relationship Management) preferred

Right at Home, a Rise Mark Holdings, LLC company, is an equal opportunity employer that celebrates, supports and promotes diversity and inclusion. We will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity, or any other legally protected basis, in accordance with applicable law.