Operations Manager (III)

Aquent, a trusted partner to a leading global technology company, is seeking an exceptional Operations leader to join their dynamic team. This company is at the forefront of innovation, impacting millions of users globally through its diverse platform offerings. They are dedicated to delivering outstanding experiences to content creators, partners, and consumers worldwide.

As an Operations leader, you will be instrumental in shaping the future of our operational processes, directly influencing efficiency, scalability, and user satisfaction across our expansive global platform. This is an unparalleled opportunity to leverage your expertise in process optimization and strategic thinking to drive significant program outcomes, from design and launch to standardization and continuous improvement. Your work will directly empower agent teams, enhance service delivery, and elevate the overall experience for a vast ecosystem of users.

**What You'll Do:**

* **Process Optimization & Standardization:**

* Design, launch, standardize, and optimize operational processes for vendor or internal teams, driving outcomes such as process re-engineering, implementation, automation/outsourcing solutions, and vendor/location consolidation.

* Create and maintain Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training and certification programs.

* Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.

* **Performance Analysis & Improvement:**

* Track and analyze operational trends in process or workflow performance to implement improvements and efficiency scoring frameworks.

* Identify opportunities to improve operational procedures, including managing utilization, eliminating non-productive activities, creating cross-site efficiencies, and influencing automation and robotics enhancements.

* Develop, publish, and communicate operational metrics/Key Performance Indicators (KPIs) using proper data and optimized dashboards.

* **Vendor & Stakeholder Management:**

* Drive supplier/internal selection, onboarding, performance reviews, and progress evaluations for specific projects.

* Provide feedback to service providers and internal stakeholders on how processes/offerings may be improved to simplify complex workflows and scale operations.

* Collaborate with partner teams (service providers, internal teams) to set and implement process improvements and changes.

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

* Strategize closely with quality specialists or directly with suppliers to ensure Service Level Agreements (SLAs) and Product Requirements Documents (PRDs) are met, delivering business reviews and exchanging feedback on overall scaling strategy.

* Drive question resolution within SLAs, resolve employee query exceptions and escalations, and manage resolution of employee-facing queues.

* Build relationships with stakeholders, helping them understand policies and processes and assisting with escalations/exceptions.

* **Learning & Development Strategy:**

* Leverage your Learning & Development (L&D) expertise to define business-driven L&D strategies (sales or support operations), including training types, methodologies, and onboarding plans.

* Coordinate training content development and partner with business leads to capture priorities and proactively plan for future launches and training needs.

* Collaborate with vendor management teams and vendors to ensure smooth delivery to global service delivery centers, advocating for continuous agent training improvement.

* Monitor training execution efficiency, report training progress, and evaluate effectiveness in preparing agents to meet operational targets (e.g., CSAT, Quality).

* **Innovation & Strategic Impact:**

* Contribute to the execution of projects to generate impact and solve scaled operations problems, partnering on project scoping, execution, and management.

* Drive the ideation, launch, and scaling of solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at a pod, market, regional, or global level.

* Inform and influence strategic tooling roadmaps by collaborating with relevant cross-functional teams and seeing them through to execution and impact.

* Develop operations review processes to gain insights into performance and proactively identify solutions before issues occur.

* Share and scale successes, opportunities for improvement, best practices, and learnings internally and externally as appropriate.

* Drive meetings with stakeholders to identify business objectives and requirements for operations.

* Ensure operations are in compliance with legal, risk, financial, and privacy guidelines with supplier/internal partners.

**Must-Have Qualifications:**

* 7 years of experience in a customer or client-facing role.

* 5 years of experience managing operations.

* Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience.

* 5 years of experience in an outsourced business/shared services environment, particularly in customer support and/or sales enablement functions.

* Experience developing and deploying training programs to third-party partners.

* Proficiency in data analysis, synthesis, and planning.

* Strong operational Service Level Agreement (SLA) knowledge.

* Domain-specific knowledge.

* Expertise in queue and ticket management.

* Proven team management skills.

* Extensive customer support experience.

* Familiarity with automation tools and processes.

* Excellent stakeholder relationship management.

* Strong client and domain knowledge.

* Ability to identify automation opportunities.

* Solid project management skills.

* Industry knowledge.

* Business operations knowledge.

* Client/partner management.

* Consultative skills.

* Process design and improvement expertise.

* Negotiation skills.

* Strong business acumen.

**Nice-to-Have Qualifications:**

* Ability to manage cross-functional, multicultural stakeholders, balancing multiple perspectives to assess needs and influence decision-making without direct authority.

* A champion of collaborative and influential leadership, with the ability to challenge the status quo and lead change with empathy.

* Comfortable handling crucial, challenging, and difficult conversations respectfully.

* Experience managing polarities between operational goals and business goals.

* Ability to develop data-driven and compelling narratives that power business operations leadership quality-related decision-making.

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**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. 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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