Enterprise Operations Manager

K2 Services•Cincinnati, OH

19d•$70,000 - $80,000

About The Position

The Enterprise Operations Manager at Opensity Solutions is 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.

Requirements

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.