Senior Operations Manager

Job Description

Position Overview:

As the Senior Manager of the team, you will be a seasoned leader responsible for overseeing a team of associates who seamlessly focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Your expertise and strategic vision will drive innovation, streamline processes, and ensure that our Support delivery and operation teams are efficient, data-driven, and centered around delivering exceptional customer experiences.

In this role, you and your team will prioritize system stability, fostering innovation that directly enhances the customer and agent experience. You will collaborate with the other cross-functional teams to understand the needs of our customers and our support team(s), working tirelessly to enhance their journey and satisfaction.

By fostering an environment of continuous learning and improvement, you will empower your team to excel in their respective domains, leading to greater customer satisfaction and employee engagement.

Key Responsibilities:

• Set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets. 
• Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures. 
• Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice. 
• Implement programs aimed at hiring and developing top talent and build career development roadmap for site operations teams. 
• Inspire front line teams to go beyond the standard “call of duty” to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams. 
• Create closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools. 
• Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations. 
• Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of
• Achieve improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics. 
• Exhibits excellent judgment. 
• Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation. 
• Experience hiring and developing great people/leaders. 
• Proven ability to think strategically but stay on top of tactical execution. 
• Expects and requires innovation of her/his team and creates an environment that fosters creative thinking. 
• Excellent verbal and written communication skills across all organizational levels
• Proven ability to make and implement decisions.

Requirements:

• At least 7+ years of data operation management
• Demonstrated experience building out new datasets, driving operational excellence, and setting and achieving operational KPI's and SLA's
• Ability to work within a collaborative team environment, resolve issues, define escalation protocols, and build consensus.
• A bachelor's degree is required.
• Client-centric with a strong client engagement and service mentality.