Senior Manager of Operations

Lead, coach, and develop managers and supervisors; establish clear expectations, accountability, and succession plans for key roles. Build leadership capability in critical thinking, decision-making, communication, change management, conflict resolution, and business acumen. Conduct regular 1:1 meeting with direct reports and participate in skip-level meetings to assess engagement, performance, and organizational effectiveness. Evaluate organizational structure, staffing capacity, and talent needs; recommend changes to support business growth and operational scalability. Promote a culture of continuous improvement, collaboration, accountability, safety, and client service.

• Champion a customer-first operating culture across Client Operations.
• Develop a deep understanding of the client and customer journey, including why customers contact us, where friction occurs, and where service can be improved.
• Stay close to the customer experience through regular review of calls, cases, complaints, escalations, and customer feedback.
• Identify recurring customer issues and ensure root causes are addressed rather than repeatedly solving the same problems.
• Ensure client expectations, service commitments, and service standards are consistently achieved.
• Build strong relationships with key internal and external stakeholders and serve as a trusted operational partner.
• Take ownership of significant client and customer escalations and ensure issues are resolved quickly and effectively.

• Lead the day-to-day performance of Client Operations, ensuring consistent execution across teams, shifts, and service channels.
• Translate the Vice President of Operations' strategy and priorities into clear operating plans, performance expectations, and measurable results.
• Own operational performance across key metrics including service levels, customer satisfaction, quality, productivity, response times, staffing, and other critical KPIs.
• Establish disciplined management routines including daily operating reviews, performance scorecards, escalation protocols, and regular business reviews.
• Ensure appropriate staffing, leadership coverage, and management structure to support the needs of the operation.
• Identify operational risks early and take action before they impact clients or customers.
• Lead the operational response to significant service disruptions and critical incidents.
• Conduct disciplined post-mortems and ensure lessons learned translate into sustainable operational improvements.

• Provide leadership and oversight for internal contact center operations with accountability for service, quality, productivity, and customer experience.
• Ensure forecasting, staffing, scheduling, and coverage align with anticipated customer demand.
• Ensure effective quality assurance, coaching, training, and performance management processes are in place.
• Use operational data to distinguish between workforce, process, quality, training, technology, and leadership issues and implement the appropriate solutions.
• Establish and monitor meaningful service-level and performance metrics.
• Continuously evaluate contact center performance against internal expectations and relevant industry benchmarks.
• Develop scalable operating practices capable of supporting continued growth without sacrificing the customer experience.

• Build continuous improvement into the daily operating rhythm of Client Operations.
• Develop, document, and implement SOPs and standardized operating practices that create a scalable operational foundation and drive consistent execution across functional teams
• Use data, customer feedback, quality results, and frontline observations to identify problems and opportunities.
• Lead root-cause analysis and corrective action efforts for recurring operational issues.
• Apply Lean, Six Sigma, or similar continuous improvement methodologies where appropriate.
• Build closed-loop processes connecting customer feedback, quality assurance, coaching, training, SOPs, technology, and performance management.
• Identify opportunities to simplify processes, eliminate unnecessary work, improve technology utilization, and increase operational scalability.
• Establish measurable improvement goals and ensure initiatives deliver sustainable results.
• Partner cross-functionally to identify and implement technology and process improvements that enhance both the customer and employee experience.

• Lead, coach, and develop managers and other operational leaders.
• Build a strong leadership bench capable of supporting a growing and increasingly complex operation.
• Set clear expectations and create a culture of ownership, accountability, urgency, and continuous improvement.
• Provide direct, timely, and constructive feedback and address performance issues quickly.
• Identify high-potential talent and create meaningful development and succession opportunities.
• Ensure frontline leaders have the tools, training, information, and authority necessary to effectively lead their teams.
• Model a player/coach leadership style by staying connected to frontline employees and the realities of the operation.
• Create an environment where strong performers want to build their careers.

In addition to the functions listed above, the employee is expected to act in accordance with company values, vision and mission, to exercise honesty, integrity and respect with all clients and co-workers, demonstrate leadership, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency and close attention to detail, maintain good attendance by working when and where directed, respect the work environment and keep it as neat and clean as possible and exercise initiative to learn new skills and tasks. The employee is also expected to perform other duties and functions as required.

• Bachelor's degree or equivalent combination of education and relevant leadership experienc
• 8+ years of progressive experience in client operations, customer operations, contact center operations, or a comparable service environment
• 5+ years of people leadership experience with responsibility for managers and/or multi-layer operational teams
• Experience supporting a 24/7 or similarly demanding service environment preferred.

• Demonstrated experience leading through direct and dotted-line relationships, with the ability to influence and drive accountability across cross-functional teams where formal authority may not exist.
• Significant experience leading high-volume contact center or client service operations.
• Deep understanding of workforce management, forecasting, scheduling, quality assurance, training, coaching, service levels, and operational performance metrics.
• Demonstrated success improving customer experience and operational performance.
• Experience leading complex customer or client escalations and critical operational incidents.
• Demonstrated ability to use data to identify issues, determine root causes, and drive measurable improvement.
• Experience with Lean, Six Sigma, or another structured continuous improvement methodology preferred.
• Strong business and financial acumen with an understanding of the relationship between service, staffing, productivity, quality, and cost.
• Strong executive presence and the ability to effectively communicate with frontline employees, operational leaders, clients, and senior executives.