Job Summary:
At TaskUs, the Senior Operations Manager is a dynamic and strategic leader, entrusted with driving operational excellence across multiple campaigns. You'll be at the helm of delivering top-tier service for our clients, ensuring KPIs are consistently met while fostering a people-first culture that puts our frontline employees first. In this role, innovation, leadership, and a relentless drive for results are key to success.
Roles & Responsibilities:
- Lead and oversee the performance of multiple campaigns, ensuring goals and KPIs are consistently achieved.
- Directly manage Operations Managers, Team Leaders, and campaign staff across functions.
- Monitor and manage workforce planning, staffing, training, and quality assurance across operations.
- Drive a culture of performance, accountability, and employee development by implementing strong coaching and feedback mechanisms.
- Collaborate with cross-functional teams and senior management to ensure alignment with company goals and client expectations.
- Maintain open communication channels between frontline employees and leadership to ensure transparency and trust.
- Serve as the escalation point for complex operational issues and ensure timely resolution.
- Guide Operations Managers in setting and meeting individual and team goals.
- Develop and implement process improvements that drive efficiency, scalability, and quality of service.
- Ensure strict adherence to company policies, compliance standards, and operational procedures.
- Support the Director of Operations in the development of policies and strategies to improve overall business performance.
- Build strong relationships with clients by delivering exceptional service and regularly reporting on performance metrics.
Qualifications & Requirements:
- Bachelor's Degree in Business Administration, Management, or a related field (preferred).
- Minimum of 3 years experience in an operations leadership role, preferably in BPO / contact center environments.
- Proven experience managing large teams, with direct oversight of at least 600 FTEs.
- Strong proficiency in MS Office and Google Workspace applications.
- Demonstrated ability to meet or exceed performance and client satisfaction goals.
- Excellent communication, customer service, and stakeholder management skills.
- Strong analytical and problem-solving capabilities; able to leverage data for decision-making.
- Ability to thrive in a high-pressure, fast-paced, and dynamic environment.
- Highly organized, results-driven, and adaptable to change.
- Professional demeanor with a resilient, positive, and team-oriented attitude.
Preferred Traits:
- Hands-on leader who leads by example and supports a #FrontlineFirst culture.
- Innovative thinker with the ability to drive business transformation.
- Passionate about employee development, client success, and continuous improvement.
- Open to working flexible hours, including weekends or holidays, as needed to support operations.
