Operations Manager (II)

Overview

Aquent, a leading talent solutions partner, is seeking a highly skilled and dynamic professional to join a globally recognized technology company. In this pivotal role, you will drive significant impact by optimizing critical operational processes, enhancing efficiency, and shaping the future of scaled operations across various programs. Your expertise will directly influence customer experience, cost savings, and overall operational excellence, making a tangible difference in a fast-paced, innovative environment.

This role is for a seasoned operations leader who thrives on solving complex challenges and delivering measurable results. You will be instrumental in transforming operational workflows, ensuring compliance, and fostering strong relationships with both internal and external partners. If you are passionate about process optimization, data-driven decision-making, and making a broad impact on a global scale, this opportunity is for you.

**Key Responsibilities:**

* Lead the end-to-end design, launch, standardization, and optimization of operational processes for both vendor and internal teams, delivering complete program components.
* Leverage deep expertise in process optimization to execute comprehensive efficiency programs, including re-engineering, automation, outsourcing, and strategic consolidation initiatives.
* Independently track and analyze operational trends, developing and implementing efficiency scoring frameworks and continuous improvements.
* Innovate, launch, and scale solutions that significantly enhance operational efficiency, elevate customer experience, and achieve key success metrics like cost savings and capacity optimization across various scales.
* Develop and disseminate clear operational metrics and KPIs to stakeholders.
* Oversee the creation and maintenance of Standard Operating Procedures (SOPs), process maps, workflow documentation, and comprehensive training programs.
* Champion an exceptional customer experience by managing end-to-end programs, policies, and operational workflows.
* Drive impactful projects to resolve complex scaled operational challenges, collaborating with cross-functional teams on scoping, execution, and management.
* Lead compliant operations (legal, risk, financial, privacy) with internal and external partners, providing operational leadership and engaging service provider teams to ensure effective performance.
* Develop and execute operations review processes, collaborate with quality specialists or suppliers to meet SLAs and PRDs, and conduct business reviews to drive scaling strategies.
* Conduct in-depth tracking and analysis of operational performance trends, proactively identifying and implementing improvements such as utilization management, non-productive activity elimination, cross-site efficiencies, and influencing automation enhancements.
* Champion knowledge sharing by documenting and communicating successes, best practices, and learnings internally and externally.
* Manage supplier and internal partner selection, onboarding, performance reviews, and progress evaluations for specific projects, integrating them into broader initiatives.
* Provide expert feedback to service providers and internal stakeholders to simplify complex workflows and scale operations.
* Collaborate with partner teams to implement process improvements and define efficiency scoring frameworks to proactively identify and address execution gaps.
* Manage and resolve employee queries, exceptions, and escalations within SLA, identifying high-volume ticket types for streamlining or elimination.
* Guide stakeholders on policies and processes, providing support for escalations and exceptions.
* Cultivate and manage strategic relationships with key stakeholders to ensure seamless operational delivery.
* Actively participate in stakeholder meetings to define business objectives and operational requirements, contributing to the strategic delivery of solutions with optimal supplier/internal strategies and cost efficiency.

**Must-Have Qualifications:**

* 5 years of experience in managing scaled outsourcing operations within a technology company.
* 5 years of experience working with, supervising, and managing third-party logistics relationships.
* Proficiency in data analysis and synthesis, coupled with strategic planning capabilities.
* Demonstrated knowledge of operational SLA management.
* Deep domain knowledge relevant to operations.
* Expertise in queue and ticket management.
* Proven team leadership and management skills.
* Experience in customer support operations.
* Proficiency with automation tools and processes.
* Ability to identify automation opportunities.
* Strong project management skills.
* Excellent stakeholder relationship management abilities.
* Knowledge of industry best practices.
* Comprehensive business operations expertise.
* Strong consultative skills.
* Proven experience in process design and improvement.
* Effective negotiation skills.
* Strong business acumen.

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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