Sr. IT Operations Manager

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace

Senior IT Operations Manager

This role primarily will lead and oversee multiple IT/tech service delivery programs within a BPO environment. This role is critical in ensuring high-quality, efficient, and cost-effective operations that meet client expectations and contractual obligations across various IT verticals—including helpdesk, technical support, infrastructure services, and software support.

• Leadership & Strategy:

• Provide strategic direction and leadership for the IT program, ensuring operational alignment with client expectations and company goals.

• Serve as the primary point of contact for client stakeholders on operational matters.
• Manage multiple Tech/IT programs

• Operational Management:

• Oversee day-to-day operations across multiple teams supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.

• Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
• Create & execute bridge plans for any KPIs that are not meeting target,

• Process Improvement & Quality Assurance:

• Identify opportunities for process optimization, automation, and continuous improvement.

• Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.

• People Management:

• Lead and develop a team of Operations Managers, Team Leaders, and Support Staff.

• Conduct performance reviews, coach for career development, and foster a high-performance culture.

• Client Engagement & Relationship Management:

• Build strong relationships with client partners and maintain regular communication to ensure satisfaction and address concerns proactively.

• Translate client requirements into actionable operational plans.

• Financial & Resource Management:

• Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.

• Experience in managing cost per transaction accounts is a must
• Provide regular reports on program performance, financial health, and risk management.

• Compliance & Risk Mitigation:

• Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.

• Mitigate risks through proactive incident management and business continuity planning.

Qualifications and Physical Requirements with or without reasonable accommodation:

• 8+ years of experience in BPO operations, with at least 3+ years in a senior leadership role managing IT or technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies - managing POS & Aloha systems is highly preferred
• Experience managing large teams and working with international clients, especially in tech or software industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving abilities.
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of shift)
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability