Associate Manager - Operations

Job Overview

The Associate Manager – Operations will support the Senior Manager in overseeing day-to-day departmental functions, with a strong focus on customer onboarding, implementation, and support. This role is pivotal in enforcing SOPs, SLAs, and KPIs, ensuring operational consistency across cross‑functional teams. The ideal candidate combines analytical rigor, attention to detail, and a proactive approach towards continuous process improvement and operational efficiency.

Job Responsibilities

• Support the Senior Manager in managing daily operations across customer onboarding, implementation, and support.
• Enforce SOPs and SLAs, ensuring consistency and compliance across departments.
• Define and maintain a master Customer Success KPI set (SLA compliance, NPS, FCR, onboarding velocity).
• Conduct weekly data audits to ensure ≥98% accuracy in reports.
• Automate daily scorecards and develop a Monday 9 a.m. executive das...