Operations Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Expected Profile

• Proven Operations Manager with experience leading complex BPO, back-office, logistics, insurance, or process-driven operations.
• Highly proactive and naturally curious; identifies risks and opportunities before they become operational issues.
• Operates independently and does not require constant direction, follow-up, or handholding.
• Strong business acumen with the ability to connect operational performance to financial results, client satisfaction, and business outcomes.
• Obsessed with operational excellence, workforce optimization, productivity improvement, and process simplification.
• Demonstrated experience managing attendance, attrition, staffing, productivity, quality, and customer experience metrics simultaneously.
• Expert in root cause analysis and capable of translating data into actionable business decisions.
• Strong analytical skills with advanced Excel proficiency (Pivot Tables, XLOOKUP/VLOOKUP, Index Match, Power Query preferred) and experience creating executive-level reports and business reviews.
• Comfortable presenting performance, insights, risks, and action plans directly to Directors, Clients, and Executive Leadership.
• Challenges the status quo and continuously identifies opportunities for automation, efficiency, and scalability.
• Strong leadership presence with the ability to influence managers, team leaders, support groups, and clients.
• Demonstrated ability to drive accountability and performance management at all organizational levels.
• Excellent stakeholder management skills, capable of partnering effectively with WFM, QA, Training, Recruitment, HR, IT, and Client Leadership.
• Strong decision-maker who can operate effectively in ambiguous situations with limited guidance.
• Sense of urgency with a bias for action and execution.
• Experience managing programs with contractual KPIs, service levels, productivity targets, and staffing commitments is highly preferred.
• Experience leading client-facing business reviews, operational reviews, and strategic planning sessions is strongly preferred.