Sr. Operations Manager-2
On-site · Chandler, Arizona, United States or US
Job Summary
Senior Operations Manager responsible for day-to-day operations including performance, billing, and PNL with weekly syncs with Operations Managers and Team Leads, plus coaching and development of team members. Will meet with Senior Management and clients to drive business growth, interview Operations Managers, Team Leads, and Quality Analysts, promote department culture, and ensure KPI achievement (examples: CSAT, AHT, Resolution rate). Requires scaling operations, driving performance management, and fostering employee retention; BA/BS preferred with 2+ years in a Senior Operations Manager role or 7+ years in an Operations Manager role within a CX environment. Emphasizes People First culture and collaboration with cross-functional partners; DEI and equal opportunity messaging included.
Required Qualifications
- Two-plus years of experience as a Senior Operations Manager
- seven-plus years of experience as an Operations Manager in a customer experience environment
- BA/BS degree preferred
- Experience managing supervisors, as well as coaching and developing Teammates
Desired Qualifications
- BA/BS degree preferred
- Two-plus years of experience as a Senior Operations Manager
- seven-plus years of experience as an Operations Manager in a customer experience environment
- Experience managing supervisors, as well as coaching and developing Teammates
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