Job Description
Job Overview
We are looking for an experienced Operations Manager to lead large-scale customer service operations within a dynamic and fast-paced environment. This role is responsible for driving operational performance, ensuring service excellence, and managing client relationships while overseeing multiple teams and workflows.
What Will You Do
- Lead and manage end-to-end operations, ensuring alignment with client requirements, Statements of Work (SOW), and Service Level Agreements (SLAs).
- Oversee daily service delivery, ensuring consistent performance, quality, and customer satisfaction.
- Proactively identify operational challenges and implement effective solutions and preventive measures.
- Drive transition and expansion activities, ensuring smooth onboarding of new programs or scaling of existing operations.
- Establish and optimize operational frameworks, including workforce planning, reporting, and performa...