Operations Manager (I)

We are partnering with a leading global technology company renowned for its innovative solutions that connect people and information worldwide. This organization is at the forefront of developing groundbreaking technologies that impact billions of users daily, driving progress and shaping the future of digital interaction. Join a team dedicated to operational excellence, where your contributions will directly enhance efficiency and streamline processes across critical functions, enabling the company to continue its mission of making the world's information universally accessible and useful.

Are you a meticulous and proactive individual passionate about optimizing processes and driving efficiency? Step into a pivotal role where you will execute critical tasks to design, launch, standardize, and refine operational processes that underpin key functions. This is an exciting opportunity to contribute significantly to large-scale process efficiency programs, playing a hands-on role in implementing solutions that improve customer experience, achieve cost savings, and enhance overall operational capacity. Your insights and efforts will directly influence how operations are managed, ensuring seamless execution and continuous improvement across various initiatives.

**What you'll do:**

* 3+ years of experience executing tasks within comprehensive programs focused on process re-engineering, implementation, automation, outsourcing solutions, and vendor or location consolidation.

* Collaborate with stakeholders to ensure a clear understanding of policies and processes, and assist with escalations and exceptions.

* Ideate and contribute to scaling solutions that enhance operational efficiency, improve customer experience, and achieve success metrics such as cost and time savings across various organizational levels.

* Contribute to the creation and maintenance of Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and relevant training programs.

* Support the execution of projects designed to generate impact and resolve scaled operational challenges.

* Assist in managing strategic relationships with key stakeholders to deliver and oversee operations and processes effectively.

* Contribute to tracking and analyzing operational trends in process and workflow performance, identifying opportunities to improve procedures and enhance efficiency.

* Perform specific tasks within supplier/internal selection, onboarding, performance reviews, and progress evaluations for various projects.

* Support the publication and communication of operational metrics and Key Performance Indicators (KPIs).

* Address employee queries and escalations, manage employee-facing queues, and contribute to streamlining high-volume ticket types to improve service delivery.

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

* Provide feedback to internal and external partners on process and product improvements to simplify complex workflows and scale operations.

* Participate in stakeholder meetings to identify business objectives and requirements for operations, contributing to the delivery of these requirements through strategic planning.

**Must-Have Qualifications:**

* Proficiency in consultative skills.

* Strong client and domain knowledge.

* Expertise in data analysis, synthesis, and planning.

* Familiarity with automation tools and processes.

* Demonstrated ability in process design and improvement.

* Understanding of industry knowledge relevant to operations.

* Knowledge of Operational Service Level Agreements (SLAs).

* Experience with project management methodologies.

* Proven skills in client/partner management.

* Ability to identify automation opportunities.

* Experience in team management.

* Proficiency in stakeholder relationship management.

* Specific domain knowledge relevant to operational processes.

* Solid business operations knowledge.

* Experience with queue and ticket management systems.

* Strong customer support capabilities.

* Effective negotiation skills.

* Developed 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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