Job Summary:

As a Senior Operations Manager at TaskUs, you're not just managing KPIs—you're innovating and solving business challenges with a #FrontlineFirst mindset. You will lead multiple campaigns and oversee Operations Managers, Team Leaders, and staff to ensure world-class service delivery for our disruptive clients. Your mission is to build strong, people-first teams, drive operational excellence, and foster an environment of growth and innovation.

Key Responsibilities:

Lead and manage multiple high-performing teams across several campaigns, overseeing daily operations and long-term strategic goals.
Directly supervise and mentor Operations Managers, ensuring alignment with company standards and client expectations.
Drive performance by developing team and individual goals, executing strategies to meet those goals, and tracking progress through KPIs.
Ensure staffing is optimized, including handling temporary coverage and overseeing training and onboarding of new team members.
Maintain daily communication with department heads, campaign leaders, and senior management to ensure transparency and alignment.
Promote a culture of open communication, frontline empowerment, and employee recognition.
Resolve complex operational and client-related issues promptly and professionally.
Ensure consistent delivery of excellent client service across all campaigns.
Support the Director of Operations in designing and refining operational procedures and best practices.
Ensure strict adherence to all internal policies and regulatory compliance requirements.

Qualifications & Requirements:

Minimum 3 years of senior management experience in BPO Operations or equivalent (Senior Manager/Director level).
Proven ability to manage large teams, with experience overseeing at least 600 FTEs.
Strong leadership and mentoring skills with the ability to motivate and inspire.
Excellent communication and interpersonal skills both verbal and written.
Strong organizational, analytical, and decision-making abilities.
Ability to multitask in a fast-paced, high-pressure environment.
High level of professionalism, resilience, and integrity.
Proficient in Microsoft Office Suite and Google Workspace tools.
Ability to build and maintain productive relationships with clients and stakeholders.

Preferred Traits:

A humble leader who puts the frontline first.
Curious and driven with a relentless work ethic.
A solution-oriented thinker with a passion for innovation.
Someone who believes work can be both impactful and fun.

Operations Manager (Customer Service)

Senior Operations Manager