Operations Manager

Role Purpose Oversee day-to-day service delivery for one or more lines of business, ensuring operational execution, capacity alignment, customer experience, compliance, and performance outcomes are managed through supplier leadership.

Key Responsibilities • Manage delivery operations across supported lines of business and ensure resources are equipped and trained to handle customer sales contacts. • Ensure capacity is aligned to forecast and operational requirements. • Drive continuous improvement in sales and support processes. • Maintain privacy, security, and compliance obligations throughout service delivery. • Partners with supervisors, trainers, quality/sales coaches, and client stakeholders to manage performance and governance.

Required Skills /

Experience • Experience managing sales, support, or contact center operations, preferably in outsourced or IT environments. • Strong performance management, governance, stakeholder management, and issue resolution skills. • Ability to manage service levels, quality, customer experience, sales KPIs, staffing, and operational readiness. • High English proficiency and strong communication skills.

Preferred / Additional

Requirements • Experience managing multi-LOB or multilingual delivery operations. • Familiarity with Microsoft products, sales motions, CRM/sales tools, and compliance expectations.

Indicative Success

Measures • Service level, customer satisfaction, DSAT, sales conversion, revenue, staffing adherence, training readiness, quality outcomes, and compliance performance.

Notes / Assumptions Detailed Operations Manager profile was not provided in the source. This JD is drafted from the overall business requiRole & responsibilities

Preferred candidate profile