Job description
This is a remote position.
General Description
The Operations Manageris responsible foroverseeing day-to-day operations, ensuring efficient service delivery, managing client relationships, and driving performance across teams within the outsourcing environment. This role requires strong leadership, process management, and client engagement skills tomaintainservice excellence and achieve business goals.
Job Responsibilities
Operations & Service Delivery
Oversee daily operations and ensure that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded.
Develop, implement, andmonitoroperational policies, processes, and procedures tooptimizeefficiency and productivity.
Ensure compliance with company policies, client requirements, and industry standards.
Manage and track project timelines, deliverables, and resources to guarantee smooth execution.
Team Leadership & Management
Lead, mentor, and motivate supervisors, team leaders, and staff to achieve individual andorganizationaltargets.
Conduct performance reviews and implement coaching programs for continuous improvement.
Develop workforce schedules, ensure proper staffing levels, and oversee recruitment support in collaboration with HR.
Foster a positive work culture that promotes teamwork, accountability, and professional growth.
Client & Stakeholder Management
Act as a primary point of contact for clientsregardingoperational performance, issue resolution, and service improvements.
Build andmaintainstrong client relationships, ensuringhigh levelsof satisfaction and trust.
Participate in business reviews, client meetings, and provide insights on performance trends and strategic opportunities.
Quality & Continuous Improvement
Identifyoperational gaps and implement process improvement initiatives to enhance efficiency and reduce costs.
Monitor quality assurance programs to ensure service standards are upheld.
Drive innovation by adopting new tools, technologies, and best practices.
Perform other related duties and responsibilities that may be assigned from time to time, depending on evolving business needs.
Reporting & Financial Management
Prepare and present operational reports including productivity, performance, and client satisfaction metrics.
Work with management to track budgets, control costs, and improve profitability.
Provide recommendations to senior leadership on operational strategies and resource allocation.
Requirements
Bachelor’s degree in Business Administration, Operations Management, or related field (MBA preferred).
Minimum5+ years of experiencein operations management within the outsourcing, BPO, or shared services industry.
Proven ability to manage large teams in a fast-paced, client-driven environment.
Strong understanding of outsourcing operations, including recruitment, client onboarding, workforce management, and performance monitoring.
Excellent leadership, communication, and problem-solving skills.
Strong client-facing and relationship management skills.
Proficiencyin operational reporting tools, CRM, and workforce management systems.
Ability to work under pressure, adapt to change, and manage multiple priorities simultaneously.
Benefits
Permanent work from home
An inclusive and supportive work environment.
Competitive salary.
Opportunities for career growth and professional development.
Supportive and collaborative team environment.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.