Operations Manager (I)

Aquent is partnering with a leading global technology company to find an exceptional individual to join their team. This is an incredible opportunity to make a significant impact by optimizing critical operational processes, driving efficiency, and enhancing customer experiences across various initiatives. You will play a pivotal role in shaping how operations function, directly contributing to strategic improvements that resonate across teams and influence global outcomes.

About the Role

We are seeking a driven and analytical professional to step into a dynamic role focused on operational excellence. In this position, you will be instrumental in designing, launching, standardizing, and continuously optimizing operational processes for internal and vendor teams. Leveraging your foundational understanding of process optimization, you will execute key tasks within larger efficiency programs, tackling challenges like process re-engineering, automation, outsourcing solutions, and service line deprecation. Your contributions will directly influence the efficiency and effectiveness of operations, translating into tangible improvements in customer satisfaction, cost savings, and overall capacity.

Key Responsibilities

• Collaborate with stakeholders to ensure clear understanding of policies and processes, providing support for escalations and exceptions.
• Ideate, develop, and scale innovative solutions that enhance operational efficiency, improve customer experience, and achieve critical success metrics such such as cost savings, capacity planning, and time efficiencies.
• Contribute to the creation and maintenance of essential operational documentation, including Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training programs.
• Execute projects designed to generate impactful results and resolve complex, scaled operational challenges.
• Support the cultivation and management of strategic relationships with key stakeholders to ensure effective delivery and management of operations and processes.
• Analyze operational trends in process and workflow performance to identify opportunities for continuous improvement, such as managing utilization, eliminating non-productive activities, fostering cross-site efficiencies, and influencing automation enhancements.
• Participate in aspects of supplier/internal selection, onboarding, performance reviews, and progress evaluations for specific projects.
• Publish and communicate vital operational metrics and Key Performance Indicators (KPIs) to relevant audiences.
• Manage and resolve employee queries, exceptions, and escalations within service level agreements, identifying high-volume ticket types to streamline or eliminate them.
• Support the end-to-end customer experience for programs, policies, and operations.
• Provide constructive feedback to service providers and internal stakeholders on process and product improvements to simplify complex workflows and scale operations.
• Partner with internal and external teams to implement process improvements and changes.
• Define and implement workflow efficiency scoring frameworks to proactively identify and address execution gaps.
• Participate in stakeholder meetings to gather business objectives and requirements for operations, contributing to the delivery of these requirements through optimal supplier and internal strategies.

Must-Have Qualifications

• Proficiency in consultative approaches and client engagement.
• Strong understanding of relevant industry and domain knowledge.
• Demonstrated ability in data analysis, synthesis, and planning.
• Experience with automation tools and processes.
• Expertise in process design and improvement methodologies.
• Knowledge of operational Service Level Agreements (SLAs).
• Proven project management skills.
• Adept at identifying and leveraging automation opportunities.
• Experience in team management and leadership.
• Exceptional stakeholder relationship management abilities.
• Solid business operations knowledge.
• Proficiency in queue and ticket management systems.
• Strong customer support orientation.
• Effective negotiation skills.
• Robust business acumen.