Operations Manager; II

Overview

Design, launch, standardize, and optimize critical operational processes to improve efficiency, customer experience, and success metrics. This temporary position involves driving process improvements across vendor and internal teams, ensuring compliance, and influencing organizational performance.

• Placement Type:
  Temporary
• Salary: $73.43-81 hourly
• Start Date:
  
  Jun 29, 2026

• Ideate, launch, and scale solutions that improve operational efficiency, customer experience, and/or success metrics at pod, market, regional, or global levels.
• Publish and communicate operational metrics and KPIs.
• Drive creation or maintenance of 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 scoping, execution, and management.
• Drive operations in compliance with legal, risk, financial, and privacy guidelines with supplier/internal partners to ensure effective team operation.
• Contribute to the development of operations review processes to gain insights into performance and ensure suppliers meet SLAs and PRDs.
• Track and analyze trends of operational characteristics to identify improvement opportunities.
• 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 to simplify 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, and streamline high‑volume ticket types.
• Assist stakeholders in understanding policies and processes and handling 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.

• Proficiency in data analysis, synthesis, and strategic planning.
• Strong understanding of operational SLAs, domain knowledge, industry trends, and business operations.
• Expertise in process design and improvement, including automation opportunities and familiarity with automation tools.
• 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.

• Subsidized health, vision, and dental plans.
• Paid sick leave.
• Retirement plan with match.
• Free online training through Aquent Gymnasium.

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.