Operations Manager

As an Operations Manager on our AI Large Language Models team, you will be joining a truly global team of subject matter experts and diverse leaders across a wide variety of disciplines and will be entrusted with a range of responsibilities.

About the Role

This role will include:

• Leading end-to-end small to medium project deployment in collaboration with the Project Managers, Team Managers, and Total Quality Management (TQM) teams and all stakeholders.
• Supporting total customer satisfaction and close monitoring of attainment of daily KPIs.
• Supporting and communicating all strategies, processes and initiatives of TQM teams and promote collaboration of all Operations leaders as needed and in improving Client's community and support experience.
• Playing an active role in improving policies, products, process and support system processes by providing insights and offering suggestions including feedbacks from the teams.
• Identifying potential risks or issues with project implementations, and proactively drive communications with internal and external stakeholders.
• Translating business requirements into operations plans and collaborating with the Company support teams during deployment and execution of plans.
• Crafting and implementing tracking, monitoring and reporting methodologies of all SLAs required per SOW.
• Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members and defining resolution and operations strategies to achieve all SLAs.
• Assessing and prioritizing the top-operations issues affecting the team productivity, capacity, delivery, quality, training, and implementing mitigation processes with other Operations leaders.
• Collaborating with all support teams, implement project and process kick-offs, monitor and report project/process/initiative status, initiate resolution discussions for any challenges.
• Manage, monitor and communicate change delivery items as needed.
• Partnering with Client Change Management teams for the implementation of Change Order or Change Requests.
• Coordinating new hire deployment status to client platforms and knowledge of SLAs.
• Coordinating mutual goals with TQM teams.
• Coaching and mentoring all leaders within your span including how they should drill down on the same people management strategies to agents.
• Bolstering the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation.
• Supporting key leaders on business and expansion strategies, revenue and profitability goals, and overall financial improvement plans.

Qualifications

• Dynamic leader with experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
• Demonstrated ability to lead teams and take ownership in gathering and analyzing insights to identify opportunities for innovation, streamline operations, and elevate customer experience.
• Strategic thinker with strong analytical and problem-solving skills.
• 5+ years of experience in operations and people management experience, including managing leaders, and a strong desire to develop team members.
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support.
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
• Adaptable and energized by fast-paced environment.
• Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment.
• Excellent communication skills, written and oral.
• Bachelor's degree or equivalent required. Certification on Project Management or Six Sigma a plus.

Required Skills

• Experience in operations and people management.
• Strong analytical and problem-solving skills.
• Excellent communication skills.

Preferred Skills

• Certification on Project Management or Six Sigma.