Operations Manager (III)

A leading global company, renowned for innovation and transforming industries, is seeking exceptional talent. Partnering with Aquent, we are looking for a visionary professional to join their dynamic team.

Imagine being at the forefront of operational excellence, where your strategic vision directly shapes how a global leader designs, optimizes, and scales its most critical processes. This isn't just a job; it's an opportunity to redefine efficiency, champion innovation, and make a tangible impact on large-scale operations that touch millions. You'll be the architect of seamless workflows, the driver of continuous improvement, and a key player in ensuring operational success across diverse teams and initiatives.

**Responsibilities:**

* 5+ years leading the design, launch, standardization, and optimization of operational processes for both vendor and internal teams.

* Leverage comprehensive knowledge of process optimization to implement solutions such as re-engineering, automation, outsourcing, and consolidation of service lines.

* Oversee the creation and maintenance of Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training and certification programs.

* Contribute significantly to the execution of projects aimed at solving scaled operations problems, partnering with relevant teams on scoping, execution, and management.

* Conduct thorough tracking and analysis of operational trends in process or workflow performance to identify and implement improvements, manage utilization, eliminate non-productive activities, and foster cross-site efficiencies.

* Influence automation and robotics enhancements to further optimize operational procedures.

* Manage supplier and internal selection processes, onboarding, performance reviews, and progress evaluations for specific projects, integrating them into overarching project strategies.

* Define and identify proper metrics, ensure the use of accurate data, and optimize data display in dashboards, developing and communicating operational metrics/KPIs.

* Provide critical feedback to service providers and internal stakeholders on process and product improvements to simplify complex workflows and scale operations.

* Collaborate with partner teams to set and implement process improvements and changes, defining and implementing workflow efficiency scoring frameworks to proactively identify execution gaps.

* Champion the customer experience for end-to-end programs, policies, and operations.

* Ensure operations comply with legal, risk, financial, and privacy guidelines, providing operational leadership to workflows and engaging service provider teams for effective internal and external operations.

* Develop robust operations review processes to gain insights into performance and proactively identify solutions.

* Strategize with quality specialists or suppliers to ensure adherence to SLAs and PRDs, delivering business reviews that summarize performance and facilitate feedback on scaling strategies.

* Oversee question resolution within SLA, manage employee query exceptions and escalations, and streamline high-volume ticket types.

* Cultivate strong relationships with stakeholders, helping them understand policies and processes, and assisting with escalations and exceptions.

* Share and scale successes, improvement opportunities, best practices, and learnings both internally and externally.

* Facilitate meetings with stakeholders to identify business objectives and operational requirements, contributing to the delivery of business requirements with optimal internal and external strategies (e.g., right partner, location, cost, budget).

* Lead the ideation, launch, and scaling of solutions that enhance operational efficiency, customer experience, and key success metrics (e.g., cost savings, capacity planning, time savings) at various organizational levels.

* Manage strategic relationships with key stakeholders to deliver and manage operations and processes effectively.

**Qualifications:**

* Proficiency in data analysis, synthesis, and planning.

* Deep understanding of operational Service Level Agreements (SLAs).

* Expertise in queue and ticket management.

* Demonstrated team management capabilities.

* Strong customer support skills.

* Familiarity with automation tools and processes.

* Proven stakeholder relationship management abilities.

* Solid client and domain knowledge.

* A track record of identifying automation opportunities.

* Exceptional project management skills.

* Relevant industry knowledge.

* Comprehensive business operations knowledge.

* Proficiency in client/partner management.

* Strong consultative skills.

* Expertise in process design and improvement.

* Effective negotiation skills.

* Acute business acumen.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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