Operations Manager

Job Description

We are seeking an Operations Manager to oversee a 72 person team for an ongoing effort for our top client. This operations manager will execute strong communications skills, including the ability to be influential and persuasive with stakeholders while navigating complex fluid program objectives. He/She will ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

This operations manager will be promoting the program with senior management and working to ensure that the team is tracking to meet all predetermined goals.

• Understanding, adhering to, and supporting adherence to program standards and applicable policies and procedures, as provided in writing by the stakeholder
• Communicating and escalating issues in a timely manner.
• Ensure the services satisfy key stakeholder's business needs by aligning to the specifications of the Statement of Work
• Reviewing and maintaining weekly employee and team productivity reports using stakeholder systems and tools
• Monitoring feedback channels and ensuring information is regularly reviewed with team members
• Providing weekly summaries to the stakeholder on team composition, performance and productivity
• Scheduling and coordinating services in accordance with stakeholder’s requirements, as communicated to consultant in writing
• Establishing, assigning, and tracking of shifts and schedules for team members
• Coordinating assigned activities as required by the stakeholder and the program

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Minimum of five years’ experience building cohesive teams with a proven track record of managing people effectively. This includes the ability to coach and develop the team toward long-term & short-term goals and the strategic vision established by leadership.
• Excellent project management or organizational skills and a strong track record of delivering solutions that improve business operations.
• Critical review of KPIs and other performance metrics with the insight to make suggestions and changes as needed.
• Ability to liaison between all stakeholders, including team members, client leaders, and other cross-functional teams within the division.
• Excellent verbal and written communications skills, a skilled business professional who communicates effectively with all levels of end users and management.
• Ability to work major projects and manage multiple priorities with minimum supervision is a must.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• Ability to create SWOT analysis: strengths, weaknesses, opportunities, and threat as well as CSA: current state analysis and a gap analysis, which identifies areas where current and future expectations are not being met.