AV - Operations Manager

TaskUs•San Jose, CA

1d•$117,000 - $175,000•Hybrid

About The Position

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role! Here at TaskUs, we make sure we hire the best of the best. After all, we are a ridiculously good company so we make sure our employees are top-notch. Come on now, we need your full attention because it’s time to imagine what it’s like to be an Operations Manager. Imagine yourself going to work with one thing on your mind: that in most companies, it’s all about the KPIs but in TaskUs it’s all about solving business problems through innovation. As you tackle your new tasks for the day, you know that it will all lead to one thing that your department believes in to provide the best possible customer experience to your clients.

Requirements

2+ years of managing supervisors with established KPI’s
3-5 years of experience in transportation fleet roles.
2+ years of client management experience
Excellent communication and presentation skills

Nice To Haves

Bachelor's degree in business administration or management

Responsibilities

FTE Management responsible for managing the day-to-day business operations for roadside assistance, managing a team of up to 50 FTE; reporting to the Vice President of Operations
Advanced finance knowledge: Billing, invoicing.
Responsible for managing TaskUs client relationships and being the POC on a day-to-day basis, providing them with updates in regards to performance, you will be responsible for presenting in business reviews (weekly, monthly, quarterly, and annually).
You will work closely with your team leaders and teammates to ensure that they are equipped with the skills and knowledge necessary to succeed.
Advanced Coaching Structure
Manage shrinkage to meet company goals and expectations (10%)
You are also responsible for making sure that KPIs are being met consistently and solving business problems through innovation (examples of KPIs: CSAT, AHT, Resolution rate, Shrinkage).
We need someone who has the proven ability to scale operations, drive performance management, and foster employee retention.
Teammate Engagement Planning & Execution Skills with and without a budget.
You will be responsible for interviewing Team Leads. You will also promote department culture.
Ability to multitask and manage multiple clients at the same time
Ensure the accountability of the positions to which responsibilities have been delegated in the safety and health management system.
Define and allocate the financial and technical resources and personnel necessary for the design, implementation, review, evaluation and improvement of prevention and control measures so that those responsible for occupational health and safety in the company can satisfactorily perform their duties.
Adopt effective provisions for the management of hazards and risks of workers and/or contractors, equipment and facilities.
Know and apply the actions described in the emergency plan.
Point of contact for on-shift Roadside Assistance Team Escalations to assist in the following: Safely recovering autonomous vehicles. Towing of vehicles. Shuttle services.
Provide the highest level of communication between cross-departments and the client.
The Operations Manager will coordinate with the Learning Experience Team in improving development of our Roadside Assistance Team.
Apply safety procedures to any situation involving the rescue of a self-driving car.
Focuses on safety and compliance, including the real-time reporting of any accidents and incidents encountered on the road, monitoring of road conditions, and following all applicable traffic laws.
Maintain TaskUs’s high standard of safety with all employees inside and outside of the vehicle.
Consistently demonstrate situational awareness, an understanding of the technology in his/her care, and a willingness to constantly adjust operations to changes in the environment.
Be the deputy for technology by communicating courteously always with management and engineers.
Other duties as required.