Enterprise Operations Manager

K2 Services • Chicago, IL

1d • $0 - $100,000 • Hybrid

About The Position

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best. We are looking to hire an Enterprise Operations Manager at Opensity Solutions who will be responsible for overseeing day-to-day operations and service delivery across assigned enterprise client accounts, ensuring performance, efficiency, and client satisfaction. Reporting to the Enterprise Account Director, this role serves as a key escalation point for operational issues and provides leadership to Site Managers and on-site teams. The position focuses on driving operational excellence, supporting profitability goals, and executing continuous improvement initiatives to enhance service delivery and client outcomes. This position is classified as exempt and you will be required to travel.

Requirements

• Strong operational leadership skills with experience managing multi-site or multi-client environments.
• Deep understanding of service delivery, workflow optimization, and operational performance management.
• Strong analytical skills with the ability to monitor KPIs and drive data-informed decisions.
• Excellent communication and relationship-building skills with both clients and internal teams.
• Ability to lead, coach, and develop frontline managers and operational staff.
• Strong problem-solving skills with a proactive approach to issue resolution.
• High level of professionalism, integrity, and accountability.
• Ability to manage competing priorities in a fast-paced, client-facing environment.
• Proficiency in Microsoft Office and general business systems.
• Customer-focused mindset with a strong commitment to service excellence.
• Bachelor’s degree in Business Administration, Management, or a related field, or equivalent experience.
• 5+ years of experience in business process outsourcing (BPO), operations management, or client services, including at least 2 years in a management role with responsibility for supervising teams and supporting operational performance.
• Experience managing multi-site or multi-client environments is required.
• Proficiency in Microsoft Office Suite and familiarity with operational systems, reporting tools, and service delivery platforms.

Nice To Haves

• Experience working in production or office services environments is preferred.

Responsibilities

• Oversee daily operational execution across enterprise client accounts to ensure consistent, high-quality service delivery.
• Support the development and execution of account business plans in alignment with strategic and financial objectives.
• Serve as a primary escalation point for operational issues, ensuring timely resolution and client satisfaction.
• Partner with the Enterprise Account Director to achieve account profitability, efficiency, and performance targets.
• Lead and mentor Site Managers and on-site teams to ensure strong operational execution and accountability.
• Conduct regular client site visits and performance reviews to monitor service quality and identify improvement opportunities.
• Facilitate monthly client meetings and ongoing touchpoints across multiple locations.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and performance standards are met.
• Develop, maintain, and improve standard operating procedures (SOPs) to drive consistency and efficiency.
• Lead training and development initiatives to improve team capability and operational performance.
• Support and participate in strategic business reviews, including preparation, presentation, and follow-up actions.
• Gather and act on client feedback through surveys and direct engagement to improve service delivery.
• Collaborate with internal resources to implement process improvements and operational enhancements.

Benefits

• The compensation for this role is up to $100,000 and will be commensurate with skills, qualifications, and experience.
• Opensity is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
• Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.
• Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law.
• We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.
• Respect: We believe in treating everyone with dignity, kindness, and empathy. We foster an inclusive culture where diverse perspectives are valued, and mutual respect is the cornerstone of our interactions.
• Accountability: We take ownership of our actions and decisions, acknowledging their impact on our team, the organization, and our clients. We strive for transparency and follow through on our commitments, fostering trust and reliability within our community.
• Collaboration: We understand that working together yields the best results and that our parts are better together. We actively promote teamwork, open communication, and the sharing of ideas. By embracing diverse talents and perspectives, we create a supportive and innovative environment that encourages collective growth and empowerment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level