Operations Manager
On-siteWichita, Kansas, United States
Wichita, Kansas, United StatesOn-siteFull TimeSenior LevelBachelors DegreeLarge
Full TimeSenior LevelBachelors DegreeLarge
Job Summary
Oversee day-to-day management of the account and maintain communication with client operational contacts. Drive performance outcomes to achieve SLAs, KPIs, and quality expectations. Lead, mentor, and develop functional leaders to ensure consistent execution. Manage client updates, reporting, and escalation handling. Ensure alignment across Quality, Training, Workforce, and Talent Acquisition functions. Identify opportunities to enhance processes, improve efficiency, and elevate customer experience. Maintain compliance with company policies, security requirements, and regulatory standards.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, or related field (or equivalent experience)
- 3 years of contact center/BPO leadership experience with multi-functional oversight
- Proven success managing large teams through layered leadership structures
- Strong financial management capabilities including budgeting, forecasting, and cost control
- Demonstrated ability to build and maintain client relationships, including executive-level stakeholders
- Experience achieving KPI performance, delivering SLAs, and leading continuous improvement initiatives
- Advanced decision-making and problem-solving skills in fast-paced environments
- Strong knowledge of workforce planning, quality frameworks, and operational analytics
- Excellent communication, presentation, and change management abilities
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience within fintech, financial services, or regulated industries
- Six Sigma, Lean, or similar process improvement certifications
- Experience launching new programs or scaling operations
- Familiarity with automation, AI-enabled tools, or digital transformation initiatives
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.