Operations Manager

Overview

Operations Manager - AI/LLM Practice Delivery Unit

As an Operations Manager on our AI Large Language Models team, you will join a truly global team of subject matter experts and diverse leaders across a wide variety of disciplines and will be entrusted with a range of responsibilities.

• Leading end-to-end small to medium project deployment in collaboration with the Project Managers, Team Managers, and Total Quality Management (TQM) teams and all stakeholders.
• Supporting total customer satisfaction and close monitoring of attainment of daily KPIs.
• Supporting and communicating all strategies, processes and initiatives of TQM teams and promote collaboration of all Operations leaders as needed and in improving Client’s community and support experience.
• Playing an active role in improving policies, products, process and support system processes by providing insights and offering suggestions including feedback from the teams.
• Identifying potential risks or issues with project implementations, and proactively drive communications with internal and external stakeholders.
• Translating business requirements into operations plans and collaborating with the Company support teams during deployment and execution of plans.
• Crafting and implementing tracking, monitoring and reporting methodologies of all SLAs required per SOW.
• Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members and defining resolution and operations strategies to achieve all SLAs.
• Assessing and prioritizing the top-operations issues affecting the team productivity, capacity, delivery, quality, training, and implementing mitigation processes with other Operations leaders.
• Collaborating with all support teams, implement project and process kick-offs, monitor and report project/process/initiative status, initiate resolution discussions for any challenges.
• Manage, monitor and communicate change delivery items as needed.
• Partnering with Client Change Management teams for the implementation of Change Order or Change Requests.
• Coordinating new hire deployment status to client platforms and knowledge of SLAs.
• Coordinating mutual goals with TQM teams.
• Coaching and mentoring all leaders within your span including how they should drill down on the same people management strategies to agents.
• Bolstering the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation.
• Supporting key leaders on business and expansion strategies, revenue and profitability goals, and overall financial improvement plans.

• Dynamic leader with experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
• Demonstrated ability to lead teams and take ownership in gathering and analyzing insights to identify opportunities for innovation, streamline operations, and elevate customer experience.
• Strategic thinker with strong analytical and problem-solving skills.
• 5+ years of experience in operations and people management experience, including managing leaders, and a strong desire to develop team members.
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support.
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
• Adaptable and energized by fast-paced environment.
• Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment.
• Excellent communication skills, written and oral.
• Bachelor’s degree or equivalent required. Certification on Project Management or Six Sigma a plus.

• Experience in operations and people management.
• Strong analytical and problem-solving skills.

• Certification on Project Management or Six Sigma.

At Innodata, Diversity, Equity, Inclusion, and Belonging (DEIB) are at the heart of who we are. With over 35 years of expertise, Innodata fosters an inclusive workplace that celebrates the rich diversity of backgrounds, experiences, and perspectives our employees bring. This diversity fuels our innovation in AI and data engineering, supporting our mission as a global leader in the industry.

We encourage individuals from all walks of life to apply, particularly those who may feel they don’t meet every qualification or hesitate due to their identity. Our inclusive programs, such as comprehensive learning initiatives, Employee Resource Groups (ERGs), and flexible work arrangements, create a sense of belonging for every team member, whether they work remotely or on-site.

By embedding these values in everything we do, Innodata is committed to delivering innovation while building a workplace where everyone feels empowered to succeed and valued.