Operations Manager

TaskUs•San Antonio, TX

2d•Onsite

About The Position

The Operations Manager leads day-to-day business operations and manages a team of up to 150 FTE, with a minimum stated FTE management scope of 90. The role reports to the Senior Operations Manager and is responsible for client relationships, regular performance updates, and presenting weekly, monthly, quarterly, and annual business reviews. The Operations Manager works with team leaders and teammates to build their skills, meet KPIs, solve business problems through innovation, improve customer experience, scale operations, and support performance and employee retention. The role also includes financial responsibilities such as billing and invoicing; managing shrinkage; interviewing Team Leads; planning and executing teammate engagement; and promoting department culture. It carries extensive occupational safety and health management responsibilities, including allocating resources, ensuring legal and program compliance, supporting worker participation and training, reviewing the OSH management system at least annually, and promoting hazard prevention and safe work practices. This position is based on-site at a TaskUs office. Operations Managers are expected to maintain an open and flexible schedule, with hours dependent on client needs.

Requirements

At least two years of client management experience (required).
Excellent communication and presentation skills.
Open and flexible schedule; hours depend on client needs.
Ability to work on-site at a TaskUs office.

Nice To Haves

Previous experience in financial services or the fintech industry is preferred.
Two or more years of experience managing supervisors in a call center environment is preferred.
A bachelor's degree in business administration or management is preferred.
Advanced finance knowledge, including billing and invoicing.
Advanced coaching structure experience.
Ability to plan and execute teammate engagement with and without a budget.
Competencies include strategic planning, process improvement, resource management, performance metrics, team leadership, client relationship management, risk management, stakeholder management, decision-making, and communication.

Responsibilities

Manage day-to-day business operations and a team of up to 150 FTE; the posting also states a minimum FTE management scope of 90.
Manage day-to-day TaskUs client relationships as the point of contact and provide performance updates.
Present weekly, monthly, quarterly, and annual business reviews.
Work with team leaders and teammates to ensure they have the skills and knowledge needed to succeed.
Manage shrinkage to meet company goals and expectations, with a stated target of 10%.
Ensure KPIs such as CSAT, AHT, resolution rate, and shrinkage are consistently met, and solve business problems through innovation.
Scale operations, drive performance management, and foster employee retention.
Plan and execute teammate engagement activities, with or without a budget, and promote department culture.
Interview Team Leads and manage multiple clients concurrently.
Manage billing and invoicing.
Ensure accountability for delegated occupational safety and health management responsibilities.
Define and allocate the financial, technical, and personnel resources needed to implement, review, evaluate, and improve prevention and control measures.
Ensure compliance with applicable occupational safety and health legal requirements and established OSHMS programs and plans.
Manage hazards and risks affecting workers, contractors, equipment, and facilities; collaborate with HSEQ on accident and occupational disease prevention and health promotion.
Support worker and representative participation in occupational safety and health activities, including COPASST and the Coexistence Committee, and evaluate their recommendations.
Inform workers, contractors, and representatives about OSHMS developments and notify relevant committees of developments that may affect the system.
Ensure workers receive occupational health and safety training during working hours and that appropriate personal protective equipment is used and maintained.
Review the OSHMS at least once a year and maintain communication with personnel about occupational safety and health needs.
Set an example by complying with safety standards and procedures; use and care for provided personal protective equipment and protection systems.
Maintain good order and cleanliness in the work area and promptly report unsafe conditions, health concerns, emergencies, environmental impacts, accidents, near misses, safety risks, process failures, and nonconforming products.
Take integral care of health and perform work safely; attend and participate in company training, induction, prevention, and risk-control activities.
Contribute to OSH objectives, communicate safety suggestions and concerns, identify and assess hazards and risks, and report risk situations to the OSH manager as needed.
Use paper, water, energy, and natural resources rationally; know and apply emergency-plan actions; and elect or serve as a member of COPASST or the Coexistence Committee.