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.

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.

• 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…