Senior Operations Manager

About the role

The Senior Operations Manager leads multiple operational units, acting as the primary liaison for client escalations and ensuring service excellence. This role drives revenue, optimizes processes, and fosters a high‑performing team environment.

Key responsibilities

• Serve as the single point of contact for clients to address improvements, issues, and escalations.
• Oversee training, staff development, and employee‑recognition programs.
• Maximize revenue through accurate data collection, forecasting, and budgeting of billable and non‑billable hours.
• Maintain client relationships, monitor satisfaction, and ensure timely completion of client tasks.
• Analyze performance standards, implement improvement plans, and drive process enhancements.
• Manage technical service operations, troubleshoot gaps, and resolve obstacles.
• Select, train, and manage direct reports, assigning work in line with policies and legal requirements.
• Promote a positive work environment, resolve employee‑relation issues, and enforce company policies.
• Conduct business reviews, identify risks, and document mitigation strategies.
• Coordinate onboarding between Concentrix and clients, and implement business continuity plans.

Required profile

• Fluent English (B2+ level) with strong communication skills.
• Minimum 5 years of operations management experience, preferably overseeing large teams.
• Proven ability to deliver KPIs, analyze trends, and develop effective action plans.

Required skills

What we offer

• Opportunity to lead a dynamic, client‑focused operation.
• Competitive compensation and performance‑based incentives.
• Professional development and career growth pathways.