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Job Title:Operations Manager, Marketing SolutionsJob DescriptionThe Operations Manager is responsible for coaching and supervising a team of Team Leaders. This role focuses on building and maintaining client relationships, meeting service level agreements, and achieving financial goals.Essential Functions/Core Responsibilities
Revenue Growth : Maintain and grow program revenue; ensure profitability through effective management of revenue, margins, billing, and retention.
Training and Development : Ensure the program has proficient training, staff development, and effective employee relations/recognition programs.
Team Management : Select, train, develop, and manage the performance of direct reports and their teams; plan and assign work in accordance with organizational policies and legal requirements.
Leadership and Guidance : Provide leadership to direct reports, ensuring consistent administration of company policies and standards; implement corrective actions as needed.
Client Service Level Agreements : Analyze and maintain all client service level agreements; implement improvement plans as necessary.
Compliance : Ensure operations comply with active contracts.
Client Relationships : Assists in client relationships, facilitate open communication, understand client perspectives/expectations, and monitor client satisfaction.
Business Development : Partner with Client Success Team to leverage and expand new business from clients.
Performance Reviews : Conduct regular one-on-ones with direct reports to review individual and team performance and provide ongoing developmental support.
Employee Engagement : Create a positive work environment through employee engagement; resolve employee relation issues professionally and timely.
Cross-Functional Collaboration : Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and define action plans for continuous improvement.
Business Reviews : Host regular business reviews, communicate overall objectives within common reports (service and operational efficiency reports), and ensure customer, operational, and capacity requirements are addressed.
Candidate Profile
Education : Associate’s Degree preferred.
Experience : Over 5 years of experience, with two to four years of progressive management experience preferred.
Skills :
Ability to analyze and improve work processes; establish a course of action for self and others to achieve specific goals.
Ability to coach and develop action plans to maximize performance and provide effective feedback.
Ability to implement change and adapt to changing business needs.
Ability to work well under pressure and follow through on tasks while maintaining a professional demeanor.
Excellent communication skills, both written and verbal; ability to present information effectively to internal and external associates.
Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
Ability to mentor, coach, and provide direction to a team.
Initiative and ownership with a focus on continuous improvement.
Customer service orientation and professionalism for self and team.
Career Framework RoleManages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.Location:USA, MI, Work-at-HomeLanguage Requirements:Time Type:Full time2024-09-30Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.For more information regarding your EEO rights as an applicant, please visit the following websites:English (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRights6.12.pdf)Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRightsSp6.12.pdf)To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .