Operations Manager

Key Responsibilities

• Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
• Manage client communication and relationships.
• Evaluate existing systems and processes and implement redesigns to improve and optimize KPIs and efficiency.
• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
• Oversee the deployment of technology and features that improve customer experience.
• Act as a change agent, systematically driving continuous improvement and operational excellence.
• Stay abreast of overall business targets, schedules, and activities.
• Work closely with other functions for efficient day-to-day business operations.
• Collaborate other groups to address customer-impact...