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:

1. Coach Development
   1. Equip coaches to meet client SLAs and KPIs
   2. Provide mentorship and actionable feedback to enhance agent performance
   3. Foster continuous learning and personalized growth plans for coaches
2. Performance Management & KPIs
   1. Ensure SLA and KPI goals are consistently met or exceeded
   2. Monitor and drive performance through daily, weekly, and monthly reporting
3. Client Relationship Management
   1. Identify growth opportunities within client accounts, including volume and channel expansion
   2. Collaborate with the Client Success team to support expansion proposals
   3. Maintain strong, trusted client relationships to exceed expectations
4. Process Improvement & Innovation
   1. Identify and implement process improvements based on data and best practices
   2. Enhance service quality and efficiency through continuous improvement initiatives
5. Operational Compliance & Risk Management
   1. Ensure compliance with client protocols, industry regulations, internal policies, and PCI requirements
6. Technology & Tools Optimization
   1. Partner with IT and Product teams to optimize CRM, ticketing, QA, and e-commerce platforms (e.g., Shopify, Gorgias)
7. Cross-Functional Leadership
   1. 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