Roundtrip Manager, Norwalk CT

Datto, Inc. is a fun and energetic growing company looking for the right candidate to fill our open Roundtrip Manager position. This person should be detail oriented, able to work at a fast pace and be a team player. The Roundtrip Manager should be extremely forward thinking, able to see the whole picture while paying attention to detail.

The Roundtrip Department is in charge of shipping, receiving and syncing client data to our data centers from external hard drives. The Roundtrip Manager is in charge of overseeing the entire Roundtrip process and team, troubleshooting problem drives, assisting with syncing and wiping roundtrip drives, handling customer complaints and facilitating improvements in the roundtrip process.

Responsibilities:

Oversee entire Roundtrip process and team

• Make sure roundtrips are going out same day whenever possible 
• Ensure roundtrips are starting syncing same day whenever possible 
• Meet the 1 week sync completion guarantee for all 3 TB & smaller drives

Facilitate Improvements & Promote Efficiency

• Take ownership of the department and identify problem areas
• Develop solutions and fixes to help improve the roundtrip process
• Implement solutions and ensure everyone working on the fixes finishes their part

Troubleshoot Problem Prives

• Identify and fix any issues with drives 
• Train your team to do this as well 
• Document fixes so you have a reference in the future

Syncing and Wiping Roundtrip Drives

• Hook up roundtrip drives and manage syncing to off-site servers 
• Delete data from roundtrips to prepare for shipping 
• Train your team to do this as well

Answer Support Tickets and Handle Client Complaints

• Respond to Escalated Roundtrip Tickets 
• Empower ech support to find basic roundtrip information 
• Handle unhappy clients with roundtrip issues (whether about a specific device or the process itself)

Oversee Roundtrip Webpages

• Improve and streamline process using webpages 
• Facilitate improvements with programmer 
• Guide programmer in fixes to functionality and look & feel

Requirements:

• Management experience preferred (1 year retail or equiv.)
• Organized and self motivated
• Comfort with computers and command lines (Unix commands will be taught)
• Basic computer troubleshooting experience

This is a full time position. Salary based on experience. The Roundtrip Manager reports directly to the Product Director.

If you think you have what it takes, please email your cover letter and resume to careers@dattobackup.com.