We are looking for an experienced and empathetic leader to step in as our Operations Manager to provide leadership and strategic direction to two key functions: People and Client Operations. This role focuses on driving continuous process and service improvements, ensuring both team member well-being and high client satisfaction. The successful candidate will be a collaborative leader with a passion for operational excellence and a people-first mindset.

This is a temporary position with possible permanency.

Responsibilities

Leadership and Strategy

• Foster employee engagement and development through strategic L&D initiatives.
• Ensure HR practices align with company values and legal requirements.
• Monitor team performance, offering guidance and support to achieve business goals.

Client Operations

• Manage the Account Manager and Client Success Specialists to deliver outstanding client experiences.
• Oversee client onboarding, relationship management, and retention strategies.
• Continuously identify opportunities for service improvement and operational efficiency.
• Ensure client feedback is collected and acted upon to drive service enhancements.
• Support the team in achieving client satisfaction and retention targets.

Cross-Functional

• Identify and implement process improvements across both functions.
• Report on team performance, client satisfaction, and operational efficiencies to senior leadership.
• Oversee daily business operations, ensuring all processes run smoothly and efficiently.
• Develop and implement operational strategies to improve productivity.
• Monitor key performance indicators (KPIs) and drive continuous improvement.
• Collaborate with different departments to ensure alignment with business goals.
• Identify and resolve operational challenges, ensuring minimal disruptions.
• Foster a positive work culture that encourages collaboration, accountability, and innovation.

Requirements

• Proven experience in an operations or management role.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent leadership and communication abilities.
• Proficiency in project management, process optimization, and performance tracking.
• Ability to work in a fast-paced environment and manage multiple priorities.