Operations Manager

Position Overview We are looking for a dynamic and experienced Operations Manager to lead and elevate our customer service operations. The ideal candidate is a results-oriented leader with a strong passion for delivering outstanding customer experiences. This role requires a blend of strategic leadership, operational expertise, and team management skills to guide a high-performing customer service team and drive ongoing improvements across all areas of service. Service Delivery Management: Develop and execute customer service strategies that align with the company’s objectives and contribute to overall business success. Establish long-term goals and performance metrics to ensure the achievement of both customer satisfaction and business growth. Monitor industry trends and adapt strategies to ensure the company remains a leader in customer service excellence. Oversee day-to-day operations, ensuring that all customer inquiries and issues are resolved in a timely and efficient manner. Establish and track key performance indicators (KPIs) to measure team productivity, customer satisfaction, and overall service quality. Ensure compliance with internal processes, service level agreements (SLAs), and industry standards. Team Leadership and Coordination: Lead and manage the delivery team, including task delegation, performance monitoring, and professional development. Foster a collaborative and motivated work environment to achieve team goals. Provide mentorship and guidance to team members to ensure continuous improvement. Conduct performance reviews, provide constructive feedback, and support career development. Set clear goals and expectations to ensure alignment with company objectives. Client Relationship Management: Act as the primary point of contact for clients, ensuring effective communication and a strong partnership. Proactively address client concerns and implement solutions to enhance satisfaction. Maintain regular updates with clients on project progress and deliverables. Process Optimization: Identify opportunities to improve operational processes and implement best practices. Work with cross-functional teams to streamline workflows and reduce inefficiencies. Drive initiatives for automation, technology adoption, and resource optimization. Reporting and Analysis: Generate and present regular performance reports to senior leadership, providing insights into team performance, customer feedback, and areas for improvement. Analyze data from customer service interactions to identify trends, pain points, and opportunities for improvement. Make data-driven recommendations for process changes, training needs, and team adjustments to support continuous growth and service excellence. Compliance and Risk Management: Ensure compliance with company policies, client requirements, and relevant industry regulations. Mitigate risks by proactively addressing operational challenges and maintaining contingency plans Cross-Department Collaboration: Collaborate with departments such as Sales, Logistics, and IT to resolve customer issues and create a seamless customer experience. Serve as a liaison between customer service and other departments to ensure smooth communication and issue resolution. Collaborate with leadership to align customer service efforts with overall organizational goals. Education Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA or equivalent is a plus). Experience At least 5 years of experience in operations, service delivery, or project management. Proven track record in managing client relationships and leading delivery teams. Preferred Qualifications: Certifications in Project Management (PMP, PRINCE2) or IT Service Management (ITIL) and experience managing international clients and global delivery teams Skills and Competencies Strong leadership, team management, and excellent communication skills. Proficiency in project management tools (e.g., Jira, Trello, MS Project) and reporting tools. Analytical mindset with the ability to interpret data and drive decisions. Ability to manage multiple projects and deadlines effectively. Familiarity with process improvement methodologies such as Lean, Six Sigma, or Agile. Application Instructions: This full-time, onsite position seeks a dynamic, results-driven leader passionate about operational excellence and willing to travel within 1 hour of Clark. We want to hear from you #J-18808-Ljbffr