Senior Operations Manager

• Provide strategic direction for the overall operations, aligning with organizational goals and client expectations.
• Collaborate with senior leadership to contribute to the development and execution of company-wide strategies. Team Leadership and Development:
• Lead and mentor a team of Operations Managers, fostering a culture of excellence and continuous improvement.
• Facilitate professional development initiatives to enhance the skills and capabilities of the operations team.

• Oversee the implementation of best practices to optimize operational efficiency and ensure high-quality service delivery.
• Drive initiatives for process improvement and innovation across various operational functions.

• Cultivate strong relationships with key clients, understanding their needs and expectations.
• Collaborate with the client to address concerns, provide solutions, and ensure overall satisfaction.

• Analyze and interpret key performance indicators (KPIs) and operational metrics to make data-driven decisions.
• Prepare and present comprehensive reports to senior leadership and clients on operational performance.

• Work with the Operations Director, COO, and CAO to execute strategic projects.
• Oversee and direct daily business operations for optimum efficiency.
• Perform weekly meetings with operations staff to discuss metrics and deliverables.
• Submit frequently and as needed business reviews and report to other Enshored's Leadership team and clients.
• Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).
• Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
• Work with Enshored's team members to support organic growth.
• Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.
• Frequently evaluate and analyze business productivity and performance.
• Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations.

• Has 3 years experience as an SOM or 5 years experience as an Operations Manager
• Preferably has experience managing different support channels (chat, email, voice, back office)
• Handled start-up campaigns of experience with new program launch is an advantage
• Must have expertise in coaching and mentoring
• Must have in-depth knowledge about root cause and data analysis
• Strong presentation and storytelling skills
• COPC / Six Sigma certification/exposure is a plus (Internal)
• At least 1 year tenure in Enshored, and has been with his/her current role for more than 6 months
• Has at least 2 years experience as an OM (combined Enshored and previous companies)
• Must have expertise in coaching and mentoring
• Must have in-depth knowledge about root cause and data analysis
• Strong presentation and storytelling skills

Enshored