Overview
The Senior Operations Manager is responsible for leading and managing operational teams to achieve strategic goals, drive process improvements, and ensure exceptional service delivery. This role oversees multiple teams across sites, manages client relationships, and ensures alignment with organizational policies and performance metrics.
Responsibilities
PRIMARY RESPONSIBILITIES
Leadership & Strategy
- Lead and inspire Operations Managers and their teams to achieve operational excellence and high employee engagement
- Develop and implement business unit strategies in collaboration with senior leadership
- Serve as a strategic partner in cross-functional initiatives and decision-making processes
Performance & Process Management
- Own delivery of operational KPIs, including service levels, quality, compliance, and customer experience
- Monitor and enhance operational systems and reporting mechanisms to evaluate effectiveness
- Identify and implement process improvements and risk control measures
Client & Stakeholder Engagement
- Maintain proactive engagement with internal and external partners to align expectations and resolve escalations
- Represent operations in client meetings and strategic planning sessions
Talent Development
- Manage succession planning and optimize team capabilities through coaching and mentoring
- Partner with recruitment teams to attract top talent and build a robust operational talent pool
Qualifications
QUALIFICATIONS
Education & Experience:
- Bachelor’s degree in Business Administration, Operations Management, or related field.
- Minimum 5 years of experience in operations leadership, preferably in a contact center or customer experience environment
- Proven track record in managing large teams and delivering operational improvements.
- Strong analytical, communication, and decision-making skills.
KNOWLEDGE/SKILLS/ABILITIES
Technical Skills:
- Proficiency in RealPage core products (OneSite, OnSite and others) or ability to rapidly learn
- Basic troubleshooting skills (SQL/log analysis is a plus)
- Navigational fluency in ticketing systems (e.g., Salesforce, Zendesk)
Coaching Skills:
- Ability to implement structured coaching frameworks
- Skill in translating metrics into actionable improvement plans
- Micro-training delivery for quick skill boosts
Soft Skills:
- High emotional intelligence for sensitive performance conversations
- Collaborative mindset to partner with TC/WFM/CX teams
- Adaptive communication (new hires vs. tenured agents)
Work Environment
- Fast-paced, customer-focused support environment.
- Hybrid work setup
- Occasional overtime or on-call support during critical periods.
- Combination of independent coachingand collaboration with TC/WFM/CX teams
- Regular feedback loopswith leadership on agent progress
