Operations Manager (III)

Overview

Join a leading organization at the forefront of innovation, dedicated to shaping the future of its industry. Our client is a global leader, renowned for its transformative impact and commitment to excellence. As a partner with Aquent, you will contribute to a mission-driven environment that values cutting-edge solutions and fosters significant professional growth. Are you a dynamic and results-oriented professional with a passion for optimizing operations and driving impactful change? We are seeking an exceptional individual to step into a pivotal role where you will be instrumental in designing, launching, and refining operational processes that directly influence program outcomes. This is an exciting opportunity to leverage your expertise in process optimization, automation, and strategic planning to make a tangible difference, enhancing efficiency, improving customer experience, and scaling operations across various teams and initiatives. Your contributions will directly shape how our client operates, ensuring seamless execution and continuous improvement in a fast-paced, innovative environment.

**Key Responsibilities**
* Lead the design, launch, standardization, and optimization of operational processes for vendor or internal teams.
* Leverage your expertise in process optimization to achieve significant outcomes, including re-engineering, implementing automation/outsourcing solutions, consolidating vendors or locations, and deprecating service lines.
* Track and analyze operational trends in process and workflow performance, implementing improvements and developing efficiency scoring frameworks.
* Create and maintain Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training and certification programs.
* Contribute to and execute projects that generate significant impact and solve scaled operational challenges, partnering with relevant teams on scoping, execution, and management.
* Monitor and analyze operational characteristics and performance trends, identifying opportunities to enhance procedures such as utilization management, eliminating non-productive activities, fostering cross-site efficiencies, and influencing automation and robotics advancements.
* Manage supplier and internal partner selection, onboarding, performance reviews, and progress evaluations for specific projects, ensuring integration into overarching project goals.
* Define key metrics, ensure data integrity, create and optimize data dashboards, and develop, publish, and communicate critical operational KPIs.
* Provide constructive feedback to service providers and internal stakeholders to simplify complex workflows and scale operations.
* Collaborate with partner teams to define and implement process improvements and changes, and establish workflow efficiency scoring frameworks to proactively identify and address execution gaps.
* Enhance the end-to-end customer experience across programs, policies, and operations.
* Lead compliant operations (adhering to legal, risk, financial, and privacy guidelines) with supplier and internal partners, providing operational leadership and engaging service provider teams to ensure effective functioning.
* Develop and implement operations review processes to gain performance insights and proactively address potential issues.
* Strategize with quality specialists or suppliers to ensure Service Level Agreements (SLAs) and Product Requirement Documents (PRDs) are met, and conduct business reviews to summarize performance and discuss scaling strategies.
* Ensure timely resolution of questions within SLA, manage employee query exceptions and escalations, oversee employee-facing queues, and identify high-volume ticket types for streamlining or elimination.
* Cultivate strong relationships with stakeholders, guiding them through policies and processes, and providing support for escalations and exceptions.
* Facilitate the sharing and scaling of successes, best practices, and learnings both internally and externally, contributing to case studies, industry events, and training programs.
* Lead stakeholder meetings to define business objectives and operational requirements.
* Contribute to the delivery of business requirements by developing optimal supplier/internal strategies, ensuring the right resources, location, cost-efficiency, and budget alignment.
* Spearhead the ideation, launch, and scaling of solutions that enhance operational efficiency, customer experience, and key success metrics such as cost savings, capacity planning, and time savings, across various organizational levels.
* Manage strategic relationships with key stakeholders to effectively deliver and oversee operations and processes.

**Required Qualifications**
* Proficiency in data analysis, synthesis, and strategic planning. * Strong understanding of Operational Service Level Agreements (SLAs). * Demonstrated expertise in queue and ticket management. * Experience in team management and leadership. * Solid background in customer support operations. * Familiarity with automation tools and processes, including identifying automation opportunities. * Proven ability in stakeholder and client/partner relationship management. * Proficiency in project management methodologies. * Deep industry and business operations knowledge. * Consultative skills with strong negotiation abilities. * Expertise in process design and improvement. * Strong business acumen.
 

**About Aquent Talent** Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.