Job Description
Operations Manager 5 - 17465
Contract Duration: 12+ Months
Tax Work Location: Plano, TX
Schedule: Fully Onsite
**NO C2C due to client restrictions**
Top Skills:
- Process Improvement
- Vendor Management
- Business Analysis
Position Summary:
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. 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 & Responsibility:
- 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.