Operations Manager (III)

Aquent is partnering with a leading global technology company renowned for its innovation and commitment to transforming how the world connects, works, and discovers. This organization is at the forefront of developing groundbreaking solutions that impact millions worldwide, driven by a culture of excellence and continuous improvement.

Step into a pivotal role where your strategic vision and operational expertise will directly shape the efficiency and effectiveness of critical programs. As a key contributor, you will be instrumental in designing, launching, standardizing, and optimizing operational processes, driving significant program outcomes and enhancing the overall customer experience. Your work will directly influence the success of vendor and internal teams, ensuring seamless operations and impactful results across various initiatives.

**Key Responsibilities:**

* Lead the development and maintenance of Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and comprehensive training and certification programs.

* Contribute significantly to the execution of projects aimed at solving complex, scaled operational challenges, partnering with cross-functional teams on project scoping, execution, and management.

* Track and analyze operational trends in process and workflow performance, identifying key opportunities to enhance operational procedures, manage resource utilization, eliminate inefficiencies, foster cross-site collaboration, and influence automation and robotics improvements.

* Oversee supplier and internal team selection, onboarding, performance reviews, and progress evaluations for specific projects, ensuring seamless integration into broader initiatives.

* Define and implement appropriate metrics, ensuring data integrity, visualizing data through optimized dashboards, and developing, publishing, and communicating key operational metrics (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 develop workflow efficiency scoring frameworks to proactively identify and address execution gaps.

* Champion and enhance the customer experience for end-to-end programs, policies, and operational processes.

* Lead compliant operations (adhering to legal, risk, financial, and privacy guidelines) with supplier and internal partners, providing operational leadership to workflows and engaging teams to ensure effective performance. Develop and implement operations review processes to gain performance insights, proactively identify solutions, and strategize with quality specialists or suppliers to ensure Service Level Agreements (SLAs) and Product Requirement Documents (PRDs) are met, delivering business reviews and strategic feedback.

* Ensure timely resolution of questions within SLAs, 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, contributing to the delivery of these requirements through optimal supplier/internal strategies, cost management, and budget adherence.

* Spearhead the ideation, launch, and scaling of innovative solutions to enhance operational efficiency, elevate customer experience, and achieve key success metrics such as cost savings, capacity optimization, 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 & planning

* Strong understanding of Operational SLA knowledge

* Domain-specific knowledge relevant to operations

* Experience with queue and ticket management systems

* Demonstrated Team Management capabilities

* Proven expertise in Customer support

* Familiarity with automation tools and processes

* Excellent Stakeholder relationship management skills

* Client and domain knowledge in a fast-paced environment

* Ability to identify automation opportunities

* Solid Project management experience

* Understanding of Industry knowledge pertinent to operations

* Comprehensive Business operations knowledge

* Experience in Client/partner management

* Strong Consultative skills

* Expertise in Process design and improvement

* Proficiency in Negotiation

* 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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