Operations Manager Job at Aquent (San Bruno)

Job Description

Join a leading technology company at the forefront of innovation, where your work will directly improve the efficiency and effectiveness of critical operations that power global services. In this role, you will design, optimize, and scale operational processes that drive meaningful improvements in customer experience and business performance. This is an opportunity for a proactive, results-driven operator who thrives in complex environments and is passionate about operational excellence. You will translate strategic objectives into actionable plans, lead high-impact initiatives, and ensure seamless execution across internal teams and external partners.

Job Responsibility

Design, launch, standardize, and optimize operational processes across internal and vendor teams
Lead process efficiency initiatives, including re-engineering, automation, outsourcing, and vendor consolidation
Analyze operational trends and performance data to identify improvement opportunities and implement efficiency scoring frameworks
Ideate, launch, and scale innovative solutions that improve operational efficiency, customer experience, cost savings, and capacity planning
Define, publish, and communicate operational metrics and KPIs
Develop and maintain SOPs, process maps, workflow documentation, and training/certification programs
Own and manage the end-to-end customer experience for programs, policies, and operations
Execute complex, scaled operational projects from scoping through delivery
Oversee operations with internal and external partners, ensuring compliance with legal, risk, financial, and privacy requirements
Partner with quality teams and suppliers to meet SLAs and product requirements, including leading business reviews
Continuously assess operational performance to optimize utilization, eliminate inefficiencies, and influence automation enhancements
Share best practices, insights, and learnings to drive continuous improvement
Manage supplier and internal team selection, onboarding, performance reviews, and progress tracking
Provide expert guidance on process and product improvements to simplify workflows and scale operations
Collaborate cross-functionally to implement process changes and workflow efficiency frameworks
Resolve employee inquiries, exceptions, and escalations, including streamlining high-volume ticket types
Engage stakeholders to clarify policies, processes, and escalation paths
Build and maintain strong relationships with key stakeholders to support effective operations
Lead and contribute to stakeholder meetings to define business objectives and deliver optimal operational strategies

Requirements

Strong proficiency in data analysis, synthesis, and planning
Deep understanding of operational Service Level Agreements (SLAs)
Domain expertise in operations and business process management
Experience with queue and ticket management systems
Proven team leadership and people management experience
Strong background in customer support operations
Familiarity with automation tools and identifying automation opportunities
Demonstrated project management experience
Excellent stakeholder and partner relationship management skills
Solid industry and business operations knowledge
Experience managing clients, vendors, or external partners
Strong consultative and problem-solving skills
Expertise in process design and continuous improvement methodologies
Effective negotiation skills and strong business acumen

What we offer

Subsidized health, vision, and dental plans
Paid sick leave
Retirement plans with company match

Aquent - All Job Offers

Select Country

Operations Manager

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?