Senior Manager of Operations

Flagger Force, an industry leader in traffic control, is currently hiring a Senior Manager, Customer Support.

We are seeking an accomplished Senior Operations Manager to lead the day-to-day performance and continued evolution of our client-facing operations. Reporting to the Vice President of Operations, this leader will be responsible for delivering an exceptional client and customer experience while building the operational discipline, leadership capability, and scalable processes required to support continued growth. This is a hands-on leadership role for an experienced operator who understands that exceptional service is built at the frontline.

The Senior Manager of Operations will stay close to the work - listening to calls, reviewing escalations, analyzing performance, challenging processes, working alongside frontline leaders, and identifying opportunities to improve customer experience. The ideal candidate brings deep client operations and contact center experience, strong operational instincts, and a demonstrated ability to build high-performing teams and leaders. We are looking for someone who doesn't simply manage an operation.

We are looking for someone who will make the operation better.

Supervisory Responsibilities:

Lead, coach, and develop managers and supervisors; establish clear expectations, accountability, and succession plans for key roles. Build leadership capability in critical thinking, decision-making, communication, change management, conflict resolution, and business acumen. Conduct regular 1:1 meeting with direct reports and participate in skip-level meetings to assess engagement, performance, and organizational effectiveness. Evaluate organizational structure, staffing capacity, and talent needs; recommend changes to support business growth and operational scalability.

Promote a culture of continuous improvement, collaboration, accountability, safety, and client service.

Other Duties/Responsibilites:

• Champion a customer-first operating culture across Client Operations.
• Develop a deep understanding of the client and customer journey, including why customers contact us, where friction occurs, and where service can be improved.
• Stay close to the customer experience through regular review of calls, cases, complaints, escalations, and customer feedback.
• Identify recurring customer issues and ensure root causes are addressed rather than repeatedly solving the same problems.
• Ensure client expectations, service commitments, and service standards are consistently achieved.
• Build strong relationships with key internal and external stakeholders and serve as a trusted operational partner.
• Take ownership of significant client and customer escalations and ensure issues are resolved quickly and effectively.

• Lead the day-to-day performance of Client Operations, ensuring consistent execution across teams, shifts, and service channels.
• Translate the Vice President of Operations' strategy and priorities into clear operating plans, performance expectations, and measurable results.
• Own operational performance across key metrics including service levels, customer satisfaction, quality, productivity, response times, staffing, and other critical KPIs.
• Establish disciplined management routines including daily operating reviews, performance scorecards, escalation protocols, and regular business reviews.
• Ensure appropriate staffing, leadership coverage, and management structure to support the needs of the operation.
• Identify operational risks early and take action before they impact clients or customers.
• Lead the operational response to significant service disruptions and critical incidents.
• Conduct disciplined post-mortems and ensure lessons learned translate into sustainable operational improvements.

• Provide leadership and oversight for internal contact center operations with accountability for service, quality, productivity, and customer experience.
• Ensure forecasting, staffing, scheduling, and coverage align with anticipated customer demand.
• Ensure effective quality assurance, coaching, training, and performance management processes are in place.
• Use operational data to distinguish between workforce, process, quality, training, technology, and leadership issues and implement the appropriate solutions.
• Establish and monitor meaningful service-level and performance metrics.
• Continuously evaluate contact center performance against internal…