Business Operations Manager; Remote

Business Operations Manager (Remote, US)

Job description:

We are seeking an experienced Business Operations Manager to serve as the operational orchestrator responsible for strategically shaping and optimizing our service delivery organization. This role operates above the day-to-day execution to design and implement the rhythm of our business, create operational frameworks that drive service excellence, and ensure seamless coordination across our triage, quality assurance engineering, and software engineering functions.

It requires close partnering with Senior Service Delivery Leadership and our Service Enablement Team. The ideal candidate will excel at translating strategic objectives into execution plans, facilitating high-impact planning sessions, and driving cross-functional initiatives that optimize our operations. This Individual Contributor position requires someone who can work independently, think strategically, dive into the details as needed, and influence leaders and teams through facilitation and data‑driven frameworks rather than direct authority.

• Design and implement a comprehensive rhythm of business framework, from annual planning cycles down to daily operations, across all service delivery functions
• Create standardized templates, frameworks, and reporting mechanisms that enable delivery leaders and managers to effectively communicate performance, risks, and opportunities to the client
• Facilitate annual planning sessions, monthly/quarterly business reviews, and regular retrospectives with senior delivery leadership
• Establish governance structures, Standard Operating Procedures (SOPs), and decision‑making frameworks (DACI, RACI) that clarify accountability, accelerate execution, and prevent churn from revisited or unlogged decisions
• Develop and maintain the master calendar of organizational rituals, ensuring alignment across functions and preventing meeting overload while balancing in‑person, virtual, and asynchronous approaches
• Partner with the Service Delivery Leadership Team and client to continuously refine and optimize organizational rituals based on feedback and effectiveness
• Collaborate with Senior Leadership to convert strategic business objectives into clear, executable operational roadmaps

• Design client‑facing planning and execution rituals including monthly/quarterly business reviews, weekly operational performance reviews, and weekly client checkpoints for feedback
• Create high‑value, team‑specific reporting frameworks and templates that delivery leaders use to present staffing, performance, initiatives, and strategic recommendations to clients
• Establish quality standards and review processes to ensure client‑facing materials are consistent, accurate, and professionally presented
• Coordinate inputs from senior delivery leaders to ensure timely, high‑quality preparation for all client touchpoints
• Design feedback mechanisms to capture client input and translate it into actionable organizational improvements

• Partner with Senior Workforce Manager to develop and maintain resource allocation frameworks that balance service quality, operational costs, and strategic investments across global triage, quality assurance engineering, and software engineering teams
• Surface and coordinate cross‑functional process improvement initiatives that eliminate inefficiencies and enhance service delivery capabilities
• Partner with the Senior Business Analyst and Service Delivery Managers to conduct trend analysis and generate actionable insights, supporting senior leadership in critical decision‑making and the development of roadmaps
• Establish risk management frameworks and escalation protocols, ensuring critical issues surface quickly to appropriate decision‑makers
• Facilitate cross‑functional working sessions to address systemic issues, align on process changes, and drive organizational improvements
• Partner with Enablement Team to surface opportunities for knowledge sharing and best practice transfer across teams and geographies
• Partner with the Enablement Team to…