Senior Operations Manager

Job Title: Senior Operations Manager

At our organization, we are seeking an experienced Senior Operations Manager to lead and manage our team's operations. The successful candidate will have a strong background in managing teams, developing strategies, and implementing processes to drive business results.

The Senior Operations Manager is responsible for overseeing the daily operations of the team, including hiring, onboarding, training, quality assurance, tool optimization, and team building. The ideal candidate will be able to analyze complex data sets, identify trends, and make informed decisions that drive business growth.

Key Responsibilities:

• Act as a strategic advisor to the leadership team by keeping key points of contact up to date with their key challenges and opportunities
• Identify and evaluate key performance indicators and coach frontline leadership with actionable behaviors necessary to meet the company's objectives
• Define team performance and ensure quantitative and qualitative objectives are met per contract
• Oversee program operations, including hiring, onboarding, training, quality assurance, tool optimization, and team building
• Deliver upon expected program-level financial results
• Establish a quality-focused team culture with strong communication and adherence to company Core Values
• Identify program issues and risks and develop mitigation initiatives to reduce potential impact
• Participate in regular program Quarterly Business Reviews with the executive leadership team
• Manage and mentor staff
  • Directly manage and mentor frontline team supervisors and team leads
  • Evaluate program health and take actionable steps to ensure team member retention and engagement
  • Perform regular 1:1s with all direct reports as well as skip levels with other team members
  • Resolve personnel issues as they arise and take appropriate actions to remedy outliers
  • Support team leads and managers in establishing SMART goals and professional development
  • Foster a problem-solving environment demonstrating teamwork and innovation
  • Establish a standard and encourage the learning and sharing of best practices
  • Craft best practices and templates based on program needs/requirements
  • Heavy reliance in people skills and proficiency for problem-solving

Requirements:

• 3+ years as a CX Operations Manager/Program Manager for multiple accounts in the industry
• 2+ years successfully managing teams up to 100+ associates and mentoring 10+ frontline team Operations Managers, Team Managers and/or Team Leads in the industry
• Experience overseeing seasonal hiring, staffing, training, and quality control programs
• Proven ability to develop master schedules and shifts in accordance with service level agreements
• Experience optimizing and streamlining platforms such as Zendesk, Talkdesk, Shopify, and Gsuite applications
• Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program
• Virtual team leadership in the U.S. and other international locations
• Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization
• If you have these additional skills that would be great (but not required):
  • Experience working within a brand-driven startup environment
  • Omnichannel contact center experience and leadership (phone, email, chat, etc.)
  • Experience leading teams impacted by seasonality and high consumer demand periods
  • Experience in a high-stress operational group that is dependent on escalation priority and issue triage

What You'll Get In Return:

• Full-time (40 hours a week)
• Competitive salary compensation based on experience
• Attractive benefits package such as medical, dental, and vision
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave Training opportunities provided by and outside entities
• Ability to own your career and determine your next move at
• Equipment needed to be successful in your role