Operations Manager

Pay rate range - $50/hr. to $53/hr.

Schedule:

Fully onsite



Job Description :

Top skills:
-Process Improvement
-Vendor Management
-Business Analysis

KEY RESPONSIBILITES/REQUIREMENTS:

Position Summary
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization.
This role will focus on identifying inefficiencies, implementing process improvements, and ensuring clientmless customer interactions across all touchpoints.
This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.

Roles & Responsibility

• Develop and execute strategies to improve customer experience metrics and optimize operational efficiency

• Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements

• Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives

• Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows

• Case-manage customer escalations

• Act as main point of contact for Call Center BPO and Third-Party Administrator

• Lead training and development programs to enhance team capabilities in customer experience and process improvement

Minimum Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.

• 5 years of experience in operations management or a related role.

• Proven track record of improving customer experience and operational processes.

• Strong analytical skills with the ability to interpret data and make data-driven decisions.

• Excellent communication and leadership skills.

Preferred Qualifications

• Experience in the mobile device protection industry.

• Familiarity with process improvement methodologies such as Lean or Six Sigma.

• Experience managing cross-functional teams in a fast-paced environment.