Senior Operations Manager

Sr Operations Manager

As a Sr Operations Manager, you will be responsible for leading teams and overseeing the day-to-day operations of multiple related units. You will provide leadership to managers, supervisors, and professional staff, and be accountable for the performance and results of these teams.

• Maintain and grow revenue through effective management of program(s) and profitability including revenue, margins, billing, seat utilization and retention.
• Ensure proficient training, staff development, and employee relation/recognition programs are in place.
• Select, train, develop, and manage the performance of direct reports and their associates, planning and assigning work according to company policies and applicable legal requirements.
• Provide leadership and guidance to direct reports, ensuring consistent administration of company policies and standards, defining and implementing corrective actions as needed to meet operational performance goals.
• Analyze and maintain all Client Service Level Agreements, implementing improvement plans as required.
• Ensure the operations are compliant with active contracts.
• Oversee client relationships, facilitating open communications, understanding client perspectives/expectations, and monitoring client satisfaction.
• Partner with Business Development to leverage and expand new business from clients.
• Conduct regular one-on-ones with direct reports to review individual performance, team performance, and offer ongoing developmental support.
• Create a positive work environment through employee engagement, resolving employee relation issues professionally and timely.
• Participate in cross-functional meetings to review information received from operational support functions (Training, HR, Quality, WFM, TA), partnering to define action plans that resolve issues and drive continuous improvement.
• Maintain relationships with strategic vendors to facilitate open communications, understand changing technologies, and stay abreast of industry trends.
• Participate in opportunity review calls for new business, facilitating site visits from potential clients, staying up-to-date through trade shows, industry events, and related activities.
• Host business reviews regularly, communicating objectives within common reports (service reports and Operational Efficiency Reports), ensuring customer, operational, and capacity requirements are addressed (e.g., Telecommunications, Information Technology, Legal, HR, Finance, Facilities).

• Associate's Degree preferred, with more than ten years of experience, and two to four years of progressive management experience.
• Demonstrated ability to analyze and improve work processes, establishing a course of action for self and others to accomplish specific goals.
• Demonstrated ability to coach and develop action plans, maximizing performance, and providing effective feedback.
• Demonstrated ability to implement change, flexibility to quickly adapt to changing business needs.
• Ability to work well under pressure, following through on items to completion while maintaining a professional demeanor.
• Excellent communication skills, both written and verbal, presenting information effectively to internal and external associates.
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach, and provide direction to a team of employees.
• Demonstrated ability to take initiative and ownership with a focus on continuous improvement.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Willingness to work a flexible schedule.

This role provides leadership to managers, supervisors, and/or professional staff, being accountable for the performance and results of multiple related units.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.