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.
