Operations Manager
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The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company's mission, vision, and core values. The Operations Manager reports to the Director of Operations.
Key responsibilities
- Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations
- Conduct leadership training for new leaders and regularly review this model with all leaders under management
- Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff
- Conduct a weekly team meeting with direct report leaders to review production results, perform root cause analysis and resolution of issues, and identify opportunities to recognize good performance
- Conduct a weekly meeting with each direct report leader to review and discuss the progress of their team, ensure alignment of mutual expectations, and assess and improve job satisfaction
- Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills
- Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews
- Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified
- Handle the resolution of client requests and escalations in a timely manner
About you
- Ability to establish and measure expectations of Support Departments
- Ability to assess the efficacy of technology, tools, and systems
- Experience monitoring onboarding and offboarding practices
- Ability to assess the efficacy of training efforts and provide feedback to Learning and Development
- Ability to assess the efficacy of recruiting efforts and provide feedback to Recruiting department
- Experience reviewing disciplinary actions for alignment with leadership principles and company values
- Ability to escal with urgency any disruptions to business or issues negatively affecting employee welfare
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