Position Overview
A growing workforce solutions and business process outsourcing organization is seeking a highly organized and relationship-driven Operations Liaison to serve as the primary onsite representative for a key client partnership. This individual will be responsible for overseeing operational performance, coordinating with offshore teams, monitoring service levels, and ensuring seamless communication between the client and internal management teams.
The ideal candidate is a strong operator who thrives in fast-paced environments, takes ownership of outcomes, and excels at building relationships across departments and organizational levels. This role is ideal for someone who enjoys being the bridge between client expectations and operational execution.
Responsibilities
- Serve as the primary onsite liaison between the client and offshore operations teams
- Manage day-to-day communication and coordination across multiple departments and functions
- Monitor operational performance, KPIs, service levels, and productivity metrics
- Ensure client requests, priorities, and feedback are communicated clearly and executed effectively
- Track workflow queues, turnaround times, and work completion to maintain performance standards
- Identify operational bottlenecks and collaborate with stakeholders to implement solutions
- Monitor staffing levels, scheduling, and workforce coverage to proactively address resource needs
- Maintain strong working relationships with client leadership and internal management teams
- Participate in operational meetings and stay closely aligned with the client's business objectives and priorities
- Escalate issues, manage follow-through, and ensure accountability for deliverables
- Provide regular updates and performance reporting to leadership
- Support continuous improvement initiatives that enhance efficiency, service quality, and client satisfaction
Qualifications
- 5+ years of operations, client services, workforce management, account management, or related experience
- Experience overseeing large teams, multiple departments, or complex operational workflows
- Proven ability to manage priorities and drive execution across distributed or remote teams
- Exceptional organizational and project management skills
- Strong interpersonal and communication abilities with the confidence to interact with executives and operational staff
- Ability to serve as a trusted advisor and bridge between clients and internal teams
- Analytical mindset with experience monitoring KPIs, productivity metrics, and service-level performance
- Resourceful problem-solver with strong follow-through and accountability
- Experience working with offshore, remote, or international teams strongly preferred
- Knowledge of insurance claims, revenue cycle management, pharmacy services, healthcare operations, or long-term care environments is a plus, but not required
Compensation & Benefits
- $100,000-$150,000 annual salary, based on experience
- Comprehensive benefits package
- Full-time onsite position in Rockland County, NY
- Opportunity to manage a high-profile and rapidly growing client relationship
- Professional growth and advancement opportunities within a growing organization
About the Company
A growing business process outsourcing and workforce solutions organization helps U.S. companies scale through dedicated offshore teams and managed operations support. With established facilities and management infrastructure overseas, the company provides clients with reliable staffing, operational excellence, and accountable service delivery across a variety of industries.
EEO Statement
Topaz HR is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under applicable federal, state, or local laws.
Please Note
Topaz HR is managing the recruitment process for this opportunity. Additional information about the organization will be shared with qualified candidates during the interview process. All hiring decisions will be made directly by the employer.