Operations Manager

Join the Aventus Team

We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support to 100+ amazing clients and partners in the e-commerce industry.

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We're looking for a dynamic and results-driven Operations Manager to ensure the success of assigned campaigns by overseeing daily operations, driving performance, and building strong client relationships. This role is ideal for someone who thrives in a fast-paced environment, balances people development with operational rigor, and brings a strategic lens to campaign management.

What You'll Be Doing

As an Operations Manager, you'll oversee client campaigns, coach and develop team leaders, monitor performance, and collaborate with cross-functional teams to ensure KPIs and SLAs are consistently achieved. You'll also play a key role in identifying opportunities for growth, innovation, and operational excellence.

Your Core Responsibilities:

• Coach Development
• Equip coaches to meet client SLAs and KPIs
• Provide mentorship and actionable feedback to enhance agent performance
• Foster continuous learning and personalized growth plans for coaches
• Performance Management & KPIs
• Ensure SLA and KPI goals are consistently met or exceeded
• Monitor and drive performance through daily, weekly, and monthly reporting
• Client Relationship Management
• Identify growth opportunities within client accounts, including volume and channel expansion
• Collaborate with the Client Success team to support expansion proposals
• Maintain strong, trusted client relationships to exceed expectations
• Process Improvement & Innovation
• Identify and implement process improvements based on data and best practices
• Enhance service quality and efficiency through continuous improvement initiatives
• Operational Compliance & Risk Management
• Ensure compliance with client protocols, industry regulations, internal policies, and PCI requirements
• Technology & Tools Optimization
• Partner with IT and Product teams to optimize CRM, ticketing, QA, and e-commerce platforms (e.g., Shopify, Gorgias)
• Cross-Functional Leadership
• Lead initiatives with QA, Training, Workforce, and HR to support business continuity, certification, and scaling

What You'll Bring to the Table

• 3–5+ years' experience in operations management, preferably in BPO, customer experience, or e-commerce support
• Proven success in meeting and exceeding SLAs, KPIs, and client expectations
• Strong leadership skills with experience in coaching and developing managers/coaches
• Excellent client-facing communication and relationship management skills
• Data-driven mindset with the ability to translate insights into strategy and action
• Familiarity with CRM, CX, and e-commerce platforms (e.g., Gorgias, Shopify)

Core Competencies

• Customer Centricity: Advocates for the customer while balancing efficiency
• Strategic Thinking: Aligns team goals with broader business objectives
• Results Orientation: Focused on achieving measurable outcomes (CSAT, AHT, FCR, conversion rates)
• Team Empowerment: Builds a coaching culture of accountability, feedback, and growth

What's In It For You?

• 100% Remote Work – Work from anywhere in the Philippines
• Career Development – Grow your leadership and operational expertise in a scaling organization
• Competitive Compensation – $11/hr + bonuses + benefits as an independent contractor
• Inclusive Culture – Join a team that values transparency, balance, and kindness
• Purposeful Work – Lead meaningful initiatives that impact clients and their customers every day

Ready to Drive Operational Success?

If you're a strategic leader who thrives on building teams, exceeding client expectations, and driving operational excellence, we'd love to meet you