Position Overview 

We are looking for a dynamic and experienced Operations Manager to lead and elevate our customer service operations. The ideal candidate is a results-oriented leader with a strong passion for delivering outstanding customer experiences. This role requires a blend of strategic leadership, operational expertise, and team management skills to guide a high-performing customer service team and drive ongoing improvements across all areas of service. 

Service Delivery Management:

• Develop and execute customer service strategies that align with the company’s objectives and contribute to overall business success.
• Establish long-term goals and performance metrics to ensure the achievement of both customer satisfaction and business growth.
• Monitor industry trends and adapt strategies to ensure the company remains a leader in customer service excellence.
• Oversee day-to-day operations, ensuring that all customer inquiries and issues are resolved in a timely and efficient manner.
• Establish and track key performance indicators (KPIs) to measure team productivity, customer satisfaction, and overall service quality.
• Ensure compliance with internal processes, service level agreements (SLAs), and industry standards.

Team Leadership and Coordination:

• Lead and manage the delivery team, including task delegation, performance monitoring, and professional development.
• Foster a collaborative and motivated work environment to achieve team goals.
• Provide mentorship and guidance to team members to ensure continuous improvement.
• Conduct performance reviews, provide constructive feedback, and support career development. Set clear goals and expectations to ensure alignment with company objectives.

Client Relationship Management:

• Act as the primary point of contact for clients, ensuring effective communication and a strong partnership.
• Proactively address client concerns and implement solutions to enhance satisfaction.
• Maintain regular updates with clients on project progress and deliverables.

Process Optimization:

• Identify opportunities to improve operational processes and implement best practices.
• Work with cross-functional teams to streamline workflows and reduce inefficiencies.
• Drive initiatives for automation, technology adoption, and resource optimization.

Reporting and Analysis:

• Generate and present regular performance reports to senior leadership, providing insights into team performance, customer feedback, and areas for improvement.
• Analyze data from customer service interactions to identify trends, pain points, and opportunities for improvement.
• Make data-driven recommendations for process changes, training needs, and team adjustments to support continuous growth and service excellence.

Compliance and Risk Management:

• Ensure compliance with company policies, client requirements, and relevant industry regulations.
• Mitigate risks by proactively addressing operational challenges and maintaining contingency plans

Cross-Department Collaboration:

• Collaborate with departments such as Sales, Logistics, and IT to resolve customer issues and create a seamless customer experience.
• Serve as a liaison between customer service and other departments to ensure smooth communication and issue resolution. Collaborate with leadership to align customer service efforts with overall organizational goals.

Education

• Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA or equivalent is a plus).

Experience

• At least 5 years of experience in operations, service delivery, or project management.
• Proven track record in managing client relationships and leading delivery teams.

Preferred Qualifications:

• Certifications in Project Management (PMP, PRINCE2) or IT Service Management (ITIL) and experience managing international clients and global delivery teams

Skills and Competencies

• Strong leadership, team management, and excellent communication skills.
• Proficiency in project management tools (e.g., Jira, Trello, MS Project) and reporting tools.
• Analytical mindset with the ability to interpret data and drive decisions.
• Ability to manage multiple projects and deadlines effectively.
• Familiarity with process improvement methodologies such as Lean, Six Sigma, or Agile.

Application Instructions:

This full-time, onsite position seeks a dynamic, results-driven leader passionate about operational excellence and willing to travel within 1 hour of Clark. We want to hear from you!