Description As an Operations Manager, you execute complete tasks within a program to design, launch, standardize, and optimize operational processes of vendor or internal teams. You have a foundational understanding of process optimization that you utilize to execute complete tasks within the scope of a larger process efficiency program (e.g. process re-engineering/implementation, automation/outsourcing solutions, vendor or location consolidation, deprecating service lines). You contribute to tracking and analysis of operational trends in process or workflow performance to implement improvements and efficiency scoring frameworks with some guidance. Responsibilities include:
- Work with stakeholders to help them understand policies and processes and assist other stakeholders on escalations/exceptions, with some guidance.
- Ideate and scale solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at a pod, market, regional, or global level, with some guidance.
- Contribute to creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
- Contribute to execution of projects to generate impact and solve scaled operations problems.
- Support management of strategic relationships with key stakeholders to deliver or manage operations and processes with some guidance.
- Contribute to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with some guidance (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements)..
- Perform pieces of supplier/internal selection processes, onboarding processes, performance reviews, and progress evaluations relating to a specific project or effort that are integrated into overarching project with some guidance.
- Publish and communicate operational metrics/KPIs with some guidance.
- Answer questions within SLA, resolve employee query exceptions and escalations, address employee-facing queues, determine highest volume ticket types and streamline/eliminate accordingly, with some guidance.
- Support customer experience for end-to-end programs, policies, and operations, with some guidance.
- Help provide feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation with some guidance. Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with some guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with some guidance.
- Participate in and support meetings with stakeholders to identify business objectives and requirements for operations. Contribute to delivery of business requirements with the right supplier/internal strategy (right MSP, right location at the right cost, budget).Minimum role qualification requires proficiency in:
- Consultative skills
- Client and domain knowledge
- Data analysis, synthesis & planning
- Automation tools and processes
- Process design and improvement
- Industry knowledge
- Operational SLA knowledge
- Project management
- Data analysis & synthesis
- Client/partner management
- Identifying automation opportunities
- Team Management
- Stakeholder relationship management
- Domain specific knowledge
- Business operations knowledge
- Queue and ticket management
- Customer support
- Negotiation
- Business acumen
EEO: Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans. |