The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company's mission, vision, and core values. The Operations Manager reports to the Director of Operations.

Key responsibilities

• Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations

• Conduct leadership training for new leaders and regularly review this model with all leaders under management

• Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff

• Conduct a weekly team meeting with direct report leaders to review production results, perform root cause analysis and resolution of issues, and identify opportunities to recognize good performance

• Conduct a weekly meeting with each direct report leader to review and discuss the progress of their team, ensure alignment of mutual expectations, and assess and improve job satisfaction

• Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills

• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews

• Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified

• Handle the resolution of client requests and escalations in a timely manner

About you

• Ability to establish and measure expectations of Support Departments

• Ability to assess the efficacy of technology, tools, and systems

• Experience monitoring onboarding and offboarding practices

• Ability to assess the efficacy of training efforts and provide feedback to Learning and Development

• Ability to assess the efficacy of recruiting efforts and provide feedback to Recruiting department

• Experience reviewing disciplinary actions for alignment with leadership principles and company values

• Ability to escalate with urgency any disruptions to business or issues negatively affecting employee welfare