Operations Manager (III)

Partner with Aquent Talent to join a leading global technology company at the forefront of innovation, dedicated to shaping the future of digital experiences. This organization thrives on optimizing complex operations and driving efficiency across its vast ecosystem, delivering groundbreaking solutions that impact millions worldwide.

Are you a master of process optimization with a passion for driving impactful change? We are seeking an exceptional Operations professional to revolutionize how critical programs are designed, launched, and scaled. This is your chance to make a significant impact, transforming operational processes, enhancing efficiency, and ensuring seamless execution across diverse teams. You'll be at the heart of strategic initiatives, influencing key outcomes and shaping the operational excellence of a world-renowned enterprise.

**Key Responsibilities:**

* 5+ years of experience in designing, launching, standardizing, and optimizing operational processes for vendors or internal teams, leveraging comprehensive knowledge of process optimization.

* Implement process re-engineering, automation/outsourcing solutions, and consolidation strategies to achieve program outcomes.

* Track and analyze operational trends in process and workflow performance to implement continuous improvements and efficiency scoring frameworks.

* Create and maintain Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training and certification programs.

* Contribute to and execute projects that generate impact and solve scaled operational problems, partnering with relevant teams on project scoping, execution, and management.

* Identify opportunities to improve operational procedures, manage utilization, eliminate non-productive activities, create cross-site efficiencies, and influence automation and robotics enhancements.

* Manage supplier and internal selection processes, onboarding, performance reviews, and progress evaluations for specific projects, integrating them into overarching project strategies.

* Identify proper metrics, ensure data integrity, develop and optimize dashboards, and publish and communicate operational metrics/KPIs.

* Provide critical feedback to service providers and internal stakeholders to simplify complex workflows and scale operations, collaborating with partner teams to define and implement process improvements.

* Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.

* Enhance the end-to-end customer experience for programs, policies, and operations.

* Lead compliant operations with partners, ensuring effective workflow leadership and engagement with service provider teams.

* Develop and implement operations review processes to gain insights into performance and proactively identify solutions before issues occur.

* Strategize with quality specialists or directly with suppliers to ensure SLA and PRD adherence, delivering business reviews summarizing supplier performance and exchanging feedback on scaling strategies.

* Manage queue and ticket resolution within SLAs, resolve employee query exceptions and escalations, and streamline high-volume ticket types.

* Cultivate strong stakeholder relationships, clarifying policies and processes, and assisting with escalations and exceptions.

* Share and scale successes, improvement opportunities, best practices, and learnings internally and externally.

* Lead stakeholder meetings to identify business objectives and operational requirements, contributing to the delivery of business requirements with optimal partner strategies and cost efficiency.

* Ideate, launch, and scale solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at various organizational levels.

* Manage strategic relationships with key stakeholders to deliver and oversee operations and processes.

**Must-Have Qualifications:**

* Proficiency in data analysis, synthesis & planning

* Strong operational SLA knowledge

* Expertise in queue and ticket management

* Experience in team management

* Proven customer support capabilities

* Familiarity with automation tools and processes

* Excellent stakeholder relationship management skills

* Strong client and domain knowledge

* Ability to identify automation opportunities

* Solid project management experience

* Comprehensive industry knowledge

* Deep business operations knowledge

* Effective client/partner management skills

* Consultative skills

* Expertise in process design and improvement

* 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.

#LI-LORENSAQUENTJOBS