Operations Manager (II)

Join a leading global organization, partnered with Aquent, that is at the forefront of innovation, shaping the future of technology and digital experiences. This company is renowned for its commitment to excellence, driving impactful solutions that touch millions of users worldwide. We are seeking passionate individuals to contribute to a culture of continuous improvement and groundbreaking achievements.

About the Role

Are you ready to be a pivotal force in shaping the operational backbone of critical programs for a global leader? This is your opportunity to drive significant change, optimize performance, and elevate the customer experience on a global scale. You will be instrumental in shaping how our teams operate, ensuring seamless execution and strategic alignment across diverse initiatives, all with minimal guidance. Your expertise will directly influence how millions of users interact with groundbreaking achievements, making a tangible impact on the efficiency and effectiveness of global operations.

Key Responsibilities

• Lead the design, launch, standardization, and optimization of operational processes for vendor and internal teams, delivering full program pieces.
• Champion process efficiency programs, including re-engineering, implementation, automation, outsourcing, and consolidation efforts.
• Track and analyze operational trends, identifying and implementing improvements and efficiency scoring frameworks with a high degree of autonomy.
• Innovate and scale solutions that enhance operational efficiency, customer satisfaction, and key success metrics across various organizational levels.
• Publish and communicate critical operational metrics and KPIs, providing clear insights into performance.
• Develop and maintain comprehensive Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and robust training and certification programs.
• Manage the end-to-end customer experience for programs, policies, and operations, ensuring high standards with limited guidance.
• Execute impactful projects designed to solve complex scaled operations problems, partnering with relevant teams on scoping, execution, and management.
• Oversee operations with supplier and internal partners, ensuring compliance with legal, risk, financial, and privacy guidelines, and contributing to operational leadership.
• Develop and implement operations review processes to gain deep insights into performance, strategizing with quality specialists or suppliers to meet service level agreements and product requirement documents.
• Conduct business reviews summarizing supplier performance and exchanging feedback on scaling strategies.
• Proactively identify opportunities to improve operational procedures by analyzing trends in process and workflow performance, focusing on utilization, non-productive activities, cross-site efficiencies, and automation enhancements.
• Share and scale successes, best practices, and learnings internally and externally.
• Manage supplier and internal selection, onboarding, performance reviews, and progress evaluations for specific projects.
• Provide strategic feedback to service providers and internal stakeholders to simplify complex workflows and scale operations.
• Collaborate with partner teams to define and implement process improvements and changes.
• Establish and apply workflow efficiency scoring frameworks to identify execution gaps proactively and retroactively.
• Resolve employee queries, exceptions, and escalations, streamline high-volume ticket types, and manage employee-facing queues with limited guidance.
• Guide stakeholders on policies and processes, assisting with escalations and exceptions.
• Cultivate and manage strategic relationships with key stakeholders to ensure successful operations and processes.
• Lead and participate in stakeholder meetings to define business objectives and requirements, contributing to the delivery of business requirements with optimal strategy.

Must-Have Qualifications

• Demonstrated proficiency in data analysis, synthesis, and planning.
• Strong understanding of operational service level agreement knowledge.
• Deep domain-specific and client knowledge.
• Expertise in queue and ticket management.
• Proven experience in team management.
• Exceptional customer support skills.
• Proficiency with automation tools and processes, including identifying automation opportunities.
• Solid project management capabilities.
• A track record of successful stakeholder relationship management.
• Comprehensive industry knowledge.
• Strong business operations knowledge.
• Experience in client and partner management.
• Excellent consultative skills.
• Adept at process design and improvement.
• Strong negotiation abilities.
• Keen 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.