Senior Operations Manager

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

The Senior Campaign Manager acts as the primary strategic liaison, ensuring all data labeling campaigns meet the client's classifier performance needs and that new campaigns are onboarded efficiently and accurately.

Key Responsibilities

1. Client and Classifier Owner Partnership

• Act as the single point of contact and strategic partner for the client's Classifier Owners (e.g., Data Scientists, ML Engineers, Product Managers).

• Translate requirements into clear, executable operational instructions and Standard Operating Procedures (SOPs) for the internal labeling pods.

• Conduct weekly/bi-weekly performance reviews with Classifier Owners, presenting data-driven insights on campaign quality, throughput, and emerging data trends.

• Manage client expectations regarding capacity constraints and communicate the impact of task complexity on Average Handling Time (AHT) and delivery timelines.

2. Campaign Performance and Insight Generation

• Be responsible for the end-to-end performance of all assigned labeling campaigns, ensuring alignment with Service Level Agreements (SLAs) and required Accuracy Benchmarks.

• Analyze operational metrics, including Inter-Rater Agreement (IRA), Precision & Recall, Rework Rate, and Errors Per Million Opportunities (EPMO), to identify root causes of quality issues (whether due to instruction ambiguity or labeler error).

• Provide actionable feedback and data insights to the client regarding potential data collection issues, poor data quality, or emerging edge cases that could degrade model performance.

3. New Campaign Onboarding and Implementation

• Spearhead the Campaign Intake Process for all new projects. Triage incoming requests to assign the correct Complexity & Priority Level and determine the optimal operational pod and staffing requirements.

• Lead the initial SOP Vetting and Gold Set Creation process, collaborating closely with the Instruction Specialist to ensure guidelines are unambiguous and technically sound before production launch.

• Define and allocate the necessary resources, including certified Labelers, QA Analysts, and Subject Matter Experts (SMEs), based on the campaign's complexity and volume forecasts.

4. Operational Governance and Leadership

• Partner with Operations leadership to monitor the performance and help drive governance.

• Participate in Operations leadership meetings to contribute to overall business strategy, capacity planning, and the optimization of the Standard Operating Model (SOM).

• Ensure rigorous adherence to Data Security, Privacy, and Confidentiality protocols across all assigned campaigns.

• Enforce TaskUs CORE Values

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL