Radix HR
Job Summary The Senior Operations Manager is responsible for leading the overall operational performance of multiple programs while ensuring service excellence, client satisfaction, and business growth. This role oversees operational strategy, workforce performance, process optimization, and cross-functional collaboration to achieve key business objectives. The ideal candidate has extensive leadership experience in BPO or customer experience operations and a proven ability to manage large-scale, high-performing teams. Key Responsibilities Operations Management Lead multiple operational teams to consistently achieve service level agreements (SLAs), KPIs, and client expectations. Develop and execute operational strategies that improve efficiency, productivity, and customer satisfaction. Monitor business performance through data analysis and implement action plans to address operational gaps. Drive continuous process improvement initiatives using data-driven insights and operational best practices. Ensure compliance with company policies, security standards, and client-specific requirements. Leadership & People Management Lead, mentor, and develop Operations Managers and Team Leaders to build high-performing teams. Conduct regular business reviews, coaching sessions, and performance evaluations. Foster a culture of accountability, collaboration, innovation, and employee engagement. Support succession planning and leadership development initiatives. Manage workforce planning in partnership with recruitment, training, and workforce management teams. Client & Stakeholder Management Build strong relationships with internal and external stakeholders. Present operational performance, business reviews, and strategic recommendations to clients and senior leadership. Collaborate with cross-functional teams to ensure successful implementation of new programs and initiatives. Serve as the primary escalation point for operational and client concerns. Identify opportunities for operational expansion and service enhancements. Qualifications Bachelor's degree in Business Administration, Management, or a related field. At least 8 years of operations experience within the BPO, customer experience, or shared services industry. Minimum of 5 years in a leadership role managing multiple teams or programs. Strong understanding of contact center operations, workforce management, quality assurance, and performance metrics. Proven experience managing client relationships and business reviews. Excellent analytical, communication, presentation, and stakeholder management skills. Proficient in Microsoft Office and reporting/dashboard tools. Experience working in global or multinational environments is highly preferred. Benefits Work from home Application Question(s): What is your expected monthly basic salary? Education: Bachelor's (Preferred) Experience: Operations Manager: 5 years (Preferred) Work Location: Remote
Radix HR
