Operations Manager (II)

Overview

Join a leading organization at the forefront of innovation, dedicated to shaping the future of operational excellence. This company is renowned for its commitment to optimizing complex processes and driving efficiency across various programs, making a significant impact on how global teams operate and succeed.

Are you a strategic thinker with a passion for process optimization and a knack for driving impactful change? We’re seeking a dynamic individual to play a pivotal role in designing, launching, standardizing, and optimizing critical operational processes. In this position, you’ll have the exciting opportunity to significantly influence how programs are executed, enhance efficiency, and elevate the overall operational performance of our client’s vendor and internal teams. Your contributions will directly lead to tangible improvements in efficiency, customer experience, and key success metrics, shaping the future of operations within a fast-paced, innovative environment.

**Key Responsibilities:**
* Ideate, launch, and scale solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at a pod, market, regional, or global level.
* Publish and communicate operational metrics/Key Performance Indicators (KPIs).
* Drive creation or maintenance of Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training and certification programs.
* Manage customer experience for end-to-end programs, policies, and operations.
* Execute projects to generate impact and solve scaled operations problems, partnering with relevant teams on project scoping, execution, and management.
* Drive operations in compliance with legal, risk, financial, and privacy guidelines with supplier/internal partners, ensuring effective team operation.
* Contribute to the development of operations review processes to gain insights into performance and ensure suppliers meet Service Level Agreements (SLAs) and Product Requirements Documents (PRDs).
* Track and analyze trends of operational characteristics in process or workflow performance to identify opportunities for improvement (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
* Share and scale successes, opportunities for improvement, best practices, and learnings internally and externally.
* Perform supplier/internal selection processes, onboarding, performance reviews, and progress evaluations for specific projects.
* Provide feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale operations.
* Work with partner teams to set and implement process improvements and changes.
* Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.
* Answer questions within SLA, resolve employee query exceptions and escalations, address employee-facing queues, and streamline/eliminate high-volume ticket types.
* Work with stakeholders to help them understand policies and processes and assist with escalations/exceptions.
* Manage strategic relationships with key stakeholders to deliver or manage operations and processes.
* Participate in and drive meetings with stakeholders to identify business objectives and requirements for operations, contributing to the delivery of business requirements with the right supplier/internal strategy.

**Required Skills:**
* Proficiency in data analysis, synthesis, and strategic planning.
* Strong understanding of operational Service Level Agreements (SLAs), domain-specific knowledge, industry trends, and business operations.
* Expertise in process design and improvement, identifying automation opportunities, and familiarity with automation tools and processes.
* Experience in team management, project management, queue and ticket management, and client/partner management.
* Excellent stakeholder relationship management, negotiation, and consultative skills.
* Proven background in customer support.
* Sound 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.

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