Role Overview
The Operations Manager plays a pivotal role in ensuring day-to-day business functions run efficiently, effectively, and in alignment with company goals. This role is responsible for leading teams, driving performance, and optimizing operational processes across departments. You will collaborate cross-functionally with leaders in Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify operational gaps, remove roadblocks, and implement scalable solutions.
Key Responsibilities:
- Lead Operational Excellence: Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions.
- Drive Performance & Accountability: Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards.
- Cross-Functional Collaboration: Partner with leaders across Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps, solve operational challenges, and implement cross-team solutions.
- Optimize Workflows & Processes: Analyze current processes and design improvements that drive scalability, cost-effectiveness, and stronger outcomes for both internal teams and customers.
- Support Change Management: Lead through change by communicating clearly, aligning stakeholders, and ensuring smooth adoption of new tools, processes, or structures.
- Use Data to Inform Strategy: Leverage operational data and trends to make informed decisions, identify areas of risk or opportunity, and support strategic planning.
- Develop and Coach Talent: Provide direct leadership to supervisors and specialists, offering mentorship, feedback, and growth opportunities that build high-performing teams.
- Ensure Operational Compliance & Safety: Work closely with Trust & Safety and other risk partners to ensure procedures are compliant and uphold member and Pal protections.
- Escalate and Resolve Complex Issues: Act as a senior point of escalation for operational issues, member or Pal concerns, or cross-departmental blockers that require immediate action.
Qualifications:
- Bachelor’s degree in Business, Operations Management, or a related field preferred; equivalent work experience accepted.
- 3–5 years of experience in operations, program management, or team leadership—ideally in a high-growth, service-oriented environment.
- Experience managing teams and driving performance through metrics and structured accountability.
- Proficiency in Google Workspace, Excel/Sheets, and operational systems (e.g., Zendesk, Genesys, Jira).
- Familiarity with reporting tools or dashboards such as Looker.
- Fluency in English (written and verbal) required; Bilingual proficiency in Spanish preferred.