Senior Operations Manager

Drive market performance, customer experience, and operational excellence. This role serves as a strategic architect, overseeing leadership development, resource management, and the integration of AI-driven tools to ensure a future-ready, high-accountability culture.

Core Responsibilities

• Performance & Governance: Own all market KPIs (Quality, NPS, Revenue). Lead structured daily/weekly cadences to identify risks and implement systemic interventions.
• Leadership Development: Upskill Team Managers through "coach-the-coach" sessions and observational assessments. Manage succession planning and talent reviews.
• Operational Delivery: Partner with WFM, QA, and IT to remove blockers. Ensure staffing levels and workflows align with global standards and forecasting.
• Continuous Improvement: Drive Root Cause Analysis (RCA) to eliminate process defects and standardize workflows across all teams.
• Customer Experience: Monitor VOC and NPS trends to address service pain points and reinforce resolution excellence.
• Digital & AI Integration: Adopt AI-driven dashboards and predictive analytics to enhance coaching, oversight, and data-enabled decision-making.
• Stakeholder Management: Represent operations in cross-functional global initiatives, influencing product, process, and compliance decisions.
• Compliance & Administration: Approve incentive budgets and operational expenses while ensuring adherence to audit and policy frameworks.