Senior Operations Leader

Our organization is seeking a seasoned Sr Operations Manager to lead and develop our operations team. This individual will be responsible for maintaining client relationships, achieving financial expectations, and driving operational efficiency.

• Maintain and grow revenue of programs; responsible for profitability including revenue, margins, billing, seat utilization, and retention.
• Ensure program has proficient training, staff development, and effective employee relation/recognition programs.
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with company policies and applicable legal requirements.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions as needed.
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as necessary.
• Ensure operations compliance with active contracts.
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor 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 on-going developmental support.
• Create a positive work environment through employee engagement; resolve employee relation issues professionally and timely.
• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner 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 and facilitate site visits from potential clients, keeping up to date through trade shows, industry events, and related activities.
• Host Business reviews on a regular basis, communicate overall objectives within common reports (service reports and Operational Efficiency Reports), ensuring customer, operational, and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities).

• Associate's Degree preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals.
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs.
• Work well under pressure and follow through on items to completion while maintaining professional demeanor.
• Excellent communication skills, both written and verbal. Ability to effectively present information 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 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 offers the opportunity to make a meaningful impact on our organization's success and growth. As a Sr Operations Manager, you will have the chance to develop your leadership skills, build strong relationships with clients and colleagues, and drive operational excellence.