Manager of Optimization Support (USA Remote)

At Gurobi Optimization, we're on a mission!  

A mission that focuses on mathematical optimization. We empower our customers to expand their use of mathematical optimization technology in order to make smarter decisions and solve some of the world's toughest and most impactful business problems. We're looking for passionate, dedicated, innovative game-changers to join our team and drive the future of Gurobi. 

As the Manager of Optimization Support at Gurobi Optimization, you are prominent in our Gurobi Expert Team and the broader support community. Your leadership is characterized by strong organizational skills and empathetic qualities, pivotal in your role as a people manager at Gurobi.

Your ability to communicate effectively and actively listen is a guiding force in maintaining team cohesion, retention, and high performance. By instilling your team with well-thought-out strategies and best practices, you will inspire them to excel in providing top-tier support to our valued customers. 

Your proficiency in cross-functional communication will be invaluable in enhancing collaboration across our global team. Additionally, you will play a significant role in upholding Gurobi's core values internally and externally, contributing to the positive image of our organization on a global scale. 

What you will be doing?

• Effectively manage, coach, and inspire your Expert team, fostering an excellent and continuous improvement culture. 
• Handle scheduling, vacation planning, and team meeting organization to maintain efficient team operations. 
• Address roadblocks promptly and minimize frustration among team members to uphold team morale and productivity. 
• Identify areas of potential improvement within the team and for individual team members, offering guidance and support where needed. 
• Act as a mentor for new hires, providing guidance and training to help them integrate effectively into the support team. 
• Hire new team members for the NA Experts team. 
• Respond to technical support questions from users worldwide.  
• Be available for urgent support requests during business hours in the US, ensuring timely assistance. 
• Support our Sales and Technical Account Management teams by addressing technical inquiries and ensuring effective communication. 
• Author technical articles for the Gurobi website and contribute to maintaining and expanding our internal knowledge base. 
• Collaborate with other departments to support various company initiatives. 
• Present new product features and capabilities at technical conferences, webinars, and Gurobi Training events, and interact with product users. 
• Keep an overview of your team's support workload and gather and act upon customer satisfaction feedback to continuously improve support services. 
• Drive the continuous improvement of processes and support quality to enhance the overall customer experience. 
• As our Optimization Support Manager, your leadership and proactive approach will be instrumental in maintaining high-quality support operations and ensuring customer satisfaction. Your role extends to team management, technical expertise, and active involvement in company initiatives, contributing to the success of Gurobi and its customers. 

What experience and qualifications should you have?

• 5 years of experience in People Management. 
• Education in Operations Research, Computer Science, Mathematics, Engineering, or a related discipline with similar expertise and background. 

What skills and abilities should you have?

• Strong people management skills focused on team growth and retention. 
• Excellent Communication skills. 
• Ability to work independently and manage projects without supervisory oversight.  
• Proficient conflict resolution abilities, prioritizing customer experience and company reputation. 
• Collaborative across international teams. 
• Effective in remote work environments. 
• Willingness to travel as needed. 
• Passion for optimization and a strong desire to help others.  
• Availability for meetings in global time zones. 
• Goal-oriented with a focus on achieving OKRs. 
• Commitment to upholding company policies and procedures. 
• Passport and international travel document readiness where applicable. 

What other requirements should you have?

• Computational experience in linear programming and mixed-integer programming 
• Experience in acustomer-facing technical support role. 
• Software development in an object-oriented programming language 
• Experience with Gurobi’s APIs and algorithms is helpful 
• Fundamental System Administration  
• Fluency with Microsoft 3655 

Your Alignment with our Gurobi Core Values:

• Customer Focus: Verbal & written communication skills that bring clarity and build trust.  
• Power of the Team: Motivated with a team-oriented mindset that aims to both inspire and be inspired by others. 
• Innovation: The courage to bring ideas forward and see yourself as an integral part of our global team.  
• Dedication: Organized and agile, focusing on meeting professional objectives while promoting a healthy work/life balance.  
• Integrity: Promise to uphold honesty as your compass and conduct all business practices ethically while promoting fiscal responsibility.