Accountabilities:
Lead end-to-end operational oversight for assigned client/process portfolios, ensuring delivery against SLAs, KPIs, and quality benchmarks.
Monitor performance metrics, identify gaps, and implement corrective and preventive action plans to maintain compliance and operational stability.
Conduct root cause analysis (RCA) for escalations and quality issues, driving long-term process improvements and efficiency gains.
Manage client relationships, participate in operational reviews, and ensure transparent communication on performance, risks, and resolutions.
Oversee team productivity, workload distribution, capacity planning, and performance management across large, distributed teams.
Identify and support new business opportunities, contributing to solution design and cost-effective operational models.
Drive continuous improvement initiatives, automation opportunities, and best-practice standardization across processes.
Requirements:
10–12 years of experience in operations, quality assurance, or process management in a high-volume service delivery environment.
Proven experience managing large teams (including multi-layer structures) and delivering against SLA-driven client engagements.
Strong expertise in quality management frameworks, RCA, audit processes, and performance improvement methodologies.
Excellent communication skills with the ability to manage senior client stakeholders and lead governance discussions.
Strong analytical, decision-making, and problem-solving skills with attention to detail and process accuracy.
Experience in capacity planning, productivity management, and operational forecasting.
Proficiency in MS Office tools (especially Excel) and familiarity with data-driven performance reporting.
Benefits:
Competitive annual base salary range: $99,000 – $109,000 (USD)
Full-time, permanent exempt role
Remote work flexibility across the United States
Opportunity to work in a fast-growing, innovation-focused operations environment
Exposure to large-scale client engagements and strategic operational transformation
Career development opportunities, leadership growth, and skills advancement
Inclusive, equal-opportunity workplace culture
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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