Operations Manager (II)

Operations Manager

As an Operations Manager, you deliver full pieces of a program to determine how to design, launch, standardize, and optimize operational processes of vendor or internal teams. You demonstrate your working knowledge of process optimization and your supported operation or workstream to execute full pieces of a process efficiency program (e.g. process re-engineering/implementation, automation/outsourcing solutions, vendor or location consolidation, deprecating service lines). You make key contributions to tracking and analysis of operational trends in process or workflow performance to implement improvements and efficiency scoring frameworks, and do so with minimal guidance.

Responsibilities include:

• Ideate, launch, 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 minimal guidance.
• Publish and communicate operational metrics/KPIs with minimal guidance.
• Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
• Manage customer experience for end-to-end programs, policies, and operations, with limited guidance.
• Make key contributions to execution of projects to generate impact and solve scaled operations problems. Help partner with relevant teams on project scoping, execution, and management.
• Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by contributing to operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively. Contribute to development of operations review process to gain insights into performance. Strategize closely with quality specialists or directly with suppliers, depending on the vertical, to ensure that suppliers are meeting SLAs and PRDs and deliver business reviews summarizing supplier performance and exchanging feedback on overall scaling strategy with minimal guidance.
• Make key contributions to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with minimal guidance (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
• Drive key contributions to sharing and scaling of successes, opportunities for improvement, best practices, and learnings internally and externally as appropriate (e.g., case studies, industry events, training contributions).
• Perform 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 minimal guidance.
• Provide feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation with minimal guidance. Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with minimal guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with minimal guidance.
• Answer questions within SLA, resolve employee query exceptions and escalations and address employee-facing queues, determine highest volume ticket types and streamline/eliminate accordingly, with limited guidance.
• Work with stakeholders to help them understand policies and processes and assist other stakeholders on escalations/exceptions, with limited guidance.
• Contribute to management of strategic relationships with key stakeholders to deliver or manage operations and processes with minimal guidance.
• Participate in and help drive meetings with stakeholders to identify business objectives and requirements for operations. Make key contributions 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:

• Data analysis, synthesis & planning
• Operational SLA knowledge
• Domain specific knowledge
• Queue and ticket management
• Team Management
• Customer support
• Automation tools and processes
• Identifying automation opportunities
• Data analysis & synthesis
• Client and domain knowledge
• Project management
• Stakeholder relationship management
• Industry knowledge
• Business operations knowledge
• Client/partner management
• Consultative skills
• Process design and improvement
• Negotiation
• Business acumen

Minimum role qualifications requirement:

• 5 years of experience managing warehousing and supply chain operations.
• 5 years of experience working with, supervising, and managing third party logistics relationships.