Operations Manager (III)

“Mindlance•New York, NY

About The Position

As an Operations Manager, you drive program outcomes to determine how to design, launch, standardize, and optimize operational processes of vendor or internal teams. You utilize your comprehensive knowledge of process optimization and your supported operation or workstream to drive outcomes (e.g. process re-engineering/implementation, automation/outsourcing solutions, vendor or location consolidation, deprecating service lines). You drive tracking and analysis of operational trends in process or workflow performance to implement improvements and efficiency scoring frameworks. We are seeking a detail-oriented and proactive Quality Program Manager to ensure operational continuity and maintain the stability of our quality workflows. You will be responsible for managing vendor performance and driving cross-functional alignment between Policy, Engineering, and Operations. This role is vital for sustaining quality benchmarks during high-visibility policy launches and tool migrations.

Requirements

Data analysis, synthesis & planning
Operational SLA knowledge
Data analysis & synthesis
Domain specific knowledge
Queue and ticket management
Team Management
Customer support
Automation tools and processes
Stakeholder relationship management
Client and domain knowledge
Identifying automation opportunities
Project management
Industry knowledge
Business operations knowledge
Client/partner management
Consultative skills
Process design and improvement
Negotiation
Business acumen
7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations.
5 years of experience managing operations.
Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently.
Demonstrated ability to manage complex relationships with diverse stakeholders
Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines.
Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes.

Responsibilities

Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
Drive contributions to execution of projects to generate impact and solve scaled operations problems. Partner with relevant teams on project scoping, execution, and management.
Drive tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
Drive supplier/internal selection processes, onboarding processes, performance reviews, and progress evaluations relating to a specific project or effort that are integrated into overarching project.
Identify proper metrics, ensure use of proper data, display data in dashboards, and optimize dashboards. Develop, publish, and communicate operational metrics/KPIs.
Drive provision of feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation. Drive work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes. Drive the definition and implementation of workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.
Drive customer experience for end-to-end programs, policies, and operations.
Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by driving operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively. Drive development of operations review process to gain insights into performance and proactively identify solutions before issues occur. 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.
Drive question resolution within SLA, resolve employee query exceptions and escalations, manage resolution of employee-facing queues, determine highest volume ticket types and streamline/eliminate accordingly.
Drive relationships with stakeholders, helping them understand policies and processes and assisting other stakeholders on escalations/exceptions.
Drive 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).
Drive meetings with stakeholders to identify business objectives and requirements for operations. Drive contributions to delivery of business requirements with the right supplier/internal strategy (right MSP, right location at the right cost, budget).
Drive the ideation, launch, and scaling of 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.
Drive management of strategic relationships with key stakeholders to deliver or manage operations and processes.
Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks.
Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within internal workflow systems.
Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals.
Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols.
Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational trackers to support team efficiency and workflow standards.