Job Title: Operations Manager

Contract Duration: 1 year, possible extension

Location: Plano, TX

Work Arrangement: Onsite

Pay Range: $49-$52/hour

Summary

The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints. This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.

Roles & Responsibilities

Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements
Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
Case-manage customer escalations
Act as main point of contact for Call Center BPO and Third-Party Administrator
Lead training and development programs to enhance team capabilities in customer experience and process improvement

Minimum Qualifications

Bachelor's degree in Business Administration, Operations Management, or a related field.
5 years of experience in operations management or a related role.
Proven track record of improving customer experience and operational processes.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent communication and leadership skills.

Preferred Qualifications

Experience in the mobile device protection industry.
Familiarity with process improvement methodologies such as Lean or Six Sigma.
Experience managing cross-functional teams in a fast-paced environment.

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