Operations Manager (III)

Aquent, a leading talent solutions provider, is partnering with a globally recognized organization that is at the forefront of innovation, shaping the future of technology and digital experiences. This organization is dedicated to creating impactful products and services that touch millions of lives daily. Join a team where your contributions directly influence operational excellence and drive strategic outcomes across critical programs.

About the Role

Are you a visionary operations leader passionate about transforming processes and driving significant impact? In this pivotal Operations Manager role, you will be instrumental in designing, launching, standardizing, and optimizing operational processes for both internal and external teams. You will leverage your expertise in process optimization to deliver tangible results, from re-engineering workflows and implementing automation to consolidating vendors and enhancing service lines. Your work will directly influence the efficiency, scalability, and overall success of critical programs, ensuring seamless execution and exceptional customer experiences. This is an exciting opportunity to make a substantial difference, shaping how operations function and evolve within a dynamic and fast-paced environment.

What You'll Do

• Lead the creation and maintenance of essential operational documentation, including Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and comprehensive training and certification programs.
• Drive the execution of high-impact projects designed to solve complex operational challenges at scale, collaborating with relevant teams on project scoping, execution, and management.
• Monitor and analyze operational trends in process and workflow performance, identifying opportunities to enhance efficiency, manage utilization, eliminate non-productive activities, and influence automation and robotics enhancements.
• Oversee supplier and internal team selection, onboarding, performance reviews, and progress evaluations for specific projects, ensuring alignment with overarching strategic goals.
• Define and implement proper metrics, ensure data integrity, develop insightful dashboards, and publish operational metrics and Key Performance Indicators (KPIs) to track progress and identify areas for improvement.
• Provide crucial feedback to service providers and internal stakeholders, advocating for process and product improvements that simplify complex workflows and scale operations effectively.
• 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 the customer experience for end-to-end programs, policies, and operations, ensuring a high standard of service delivery.
• Ensure operations comply with legal, risk, financial, and privacy guidelines, providing operational leadership and engaging service provider teams to maintain effective functioning.
• Develop and implement operations review processes to gain insights into performance, proactively identify solutions, and strategize with quality specialists or suppliers to meet SLAs and deliver business reviews.
• Resolve employee queries, exceptions, and escalations within established SLAs, manage employee-facing queues, and streamline high-volume ticket types.
• Cultivate strong relationships with stakeholders, helping them understand policies and processes, and assisting with escalations and exceptions.
• Promote knowledge sharing and scaling of successes, best practices, and learnings internally and externally through case studies, industry events, and training contributions.
• Facilitate meetings with stakeholders to define business objectives and requirements, contributing to the delivery of these requirements with optimal supplier/internal strategies and budget management.
• Lead the ideation, launch, and scaling of innovative solutions that enhance operational efficiency, customer experience, and key success metrics (e.g., cost savings, capacity planning, time savings) across various organizational levels.
• Manage strategic relationships with key stakeholders to ensure the effective delivery and management of operations and processes.
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What You'll Bring

• Proficiency in data analysis and synthesis, with strong planning capabilities.
• Solid understanding of operational Service Level Agreements (SLAs).
• Expertise in queue and ticket management systems.
• Demonstrated experience in team management.
• Strong background in customer support.
• Familiarity with automation tools and processes.
• Proven ability in stakeholder and partner relationship management.
• In-depth domain knowledge and client understanding.
• Skill in identifying automation opportunities.
• Proficiency in project management methodologies.
• Strong industry knowledge.
• Comprehensive understanding of business operations.
• Exceptional consultative skills.
• Expertise in process design and improvement.
• Strong negotiation abilities.
• Keen 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.