About the Position
We are looking for a highly driven Senior Operations Manager to oversee daily operational performance, support team growth, and ensure service delivery meets both organizational standards and client expectations. In this role, you will work closely with senior leadership, sales, and business development teams to drive operational efficiency, performance improvement, and client satisfaction.
KEY RESPONSIBILITIES
Operations & Team Management
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Support the planning and coordination of operational infrastructure in line with company policies and legal requirements.
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Manage and develop inbound and outbound sales and/or service teams to achieve performance and service-level targets.
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Monitor individual and team performance metrics, ensuring quality control measures are consistently applied.
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Oversee day-to-day operational activities, implementing policies, procedures, and operational initiatives.
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Ensure sales and service commitments are met by effectively managing lead handling and conversion of warm and hot leads.
Performance & Reporting
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Track, measure, and analyze operational and sales performance metrics.
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Prepare and submit accurate daily, weekly, and monthly operational reports.
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Identify performance gaps and recommend process improvements to enhance efficiency and results.
Collaboration & Campaign Support
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Work closely with Marketing and Business Development teams to support campaign execution and measure effectiveness.
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Assist in testing, evaluating, and optimizing campaigns to improve lead quality and conversion rates.
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Support initiatives that drive additional business from existing clients.
Business Improvement & Client Support
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Contribute to business improvement initiatives by gathering operational requirements and providing practical insights.
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Coordinate with internal teams to ensure improvement projects are delivered effectively and on schedule.
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Maintain regular communication with clients regarding operational updates and service enhancements.
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Support issue resolution and escalate concerns as needed to ensure client satisfaction.
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Proactively recommend improvements to services and processes to better meet client needs.
KEY REQUIREMENTS AND QUALIFICATIONS
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Bachelor’s/College Degree in any field.
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At least 3 years of experience as an Operations Manager or in a similar operational leadership role focused on Customer Service, NPS.
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Experience leading teams in a CRM-driven customer service, sales, or consumer marketing environment.
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Working knowledge of CRM best practices, tools, and performance metrics.
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Experience with CMS platforms is an advantage.
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Strong understanding of operational processes, service requirements, and performance management.
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Demonstrated ability to lead, motivate, and develop teams through collaboration and clear direction.
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Strong analytical, problem-solving, and decision-making skills.
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Client-facing experience with exposure to sales and service delivery.
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Understanding of financials and P&L management.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.