Operations Manager

TaskUs•San Antonio, TX

1d•$117,000 - $175,000•Onsite

About The Position

The Operations Manager leads day-to-day business operations and manages a team of up to 150 FTE, with a stated minimum FTE management requirement of 90. The role reports to the Sr. Operations Manager and focuses on solving business problems through innovation while providing the best possible customer experience to clients. The Operations Manager manages client relationships as the day-to-day point of contact, communicates performance updates, and presents in weekly, monthly, quarterly, and annual business reviews. The role also works closely with team leaders and teammates to develop their skills and knowledge, meet performance goals, and promote department culture. This position requires financial knowledge including billing and invoicing, performance management, coaching, client management, and the ability to scale operations and support employee retention. It also carries extensive occupational safety and health management responsibilities, including ensuring legal and organizational compliance, managing hazards and risks, supporting worker participation and training, maintaining safety programs, and promoting safe work practices. The position is on-site at a TaskUs office and requires an open and flexible schedule based on client operating needs.

Requirements

At least two years of client management experience.
Excellent communication and presentation skills.
Open and flexible schedule, with operating hours dependent on client needs.
Ability to work on-site at a TaskUs office.

Nice To Haves

Previous experience in financial services or the fintech industry.
Two or more years of experience managing supervisors in a call center environment.
Bachelor's degree in business administration or management.

Responsibilities

Manage day-to-day business operations and a team of up to 150 FTE, with a minimum FTE management requirement of 90.
Manage TaskUs client relationships as the day-to-day point of contact, provide performance updates, and 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.
Use an advanced coaching structure and manage shrinkage to meet company goals and expectations (10%).
Ensure KPIs are consistently met, including CSAT, AHT, resolution rate, and shrinkage, 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.
Interview Team Leads and promote department culture.
Multitask and manage multiple clients at the same time.
Ensure accountability for delegated responsibilities within the safety and health management system.
Define and allocate financial, technical, and personnel resources needed to implement, review, evaluate, and improve occupational prevention and control measures.
Ensure compliance with applicable legal requirements for the occupational safety and health management system (OSHMS).
Adopt effective measures to manage hazards and risks affecting workers, contractors, equipment, and facilities.
Collaborate with the HSEQ area on accident and occupational disease prevention and health promotion activities.
Enable worker and representative participation in occupational safety and health oversight committees, and ensure those committees have necessary time and resources.
Inform workers, contractors, and COPASST representatives about stages of the occupational safety and health management system and evaluate their recommendations.
Ensure workers receive occupational health and safety training during working hours.
Inform COPASST and the Coexistence Committee of developments that may affect the OSH management system.
Ensure compliance with OSHMS programs and plans and review the OSHMS at least annually.
Communicate with personnel to understand their occupational safety and health needs.
Ensure appropriate personal protective equipment is used and maintained in good condition.
Allow collaborators to participate in OSH activities organized by COPASST, the Coexistence Committee, or the organization.
Follow safety standards and procedures, properly use and care for protective equipment and systems, and maintain good order and cleanliness in the work area.
Immediately report unsafe acts or conditions, adverse health conditions, emergencies, environmental impacts or potential impacts, accidents, near misses, safety risks, process failures, and nonconforming products.
Take care of personal health and perform work activities safely; attend and actively participate in company training, induction, prevention, and risk-control activities.
Participate in meeting OSH objectives, communicate suggestions and concerns, identify and assess hazards and risks, and consult the OSH manager when needed.
Use paper, water, energy, and natural resources rationally.
Elect or serve as a member of COPASST or the Coexistence Committee, and know and apply the actions described in the emergency plan.