Senior Manager of Operations

Flagger Force•Hummelstown, PA

About The Position

Flagger Force is hiring a Senior Manager of Operations to lead the day-to-day performance and continued evolution of its client-facing operations. Reporting to the Vice President of Operations, this hands-on leader will deliver an exceptional client and customer experience while building the operational discipline, leadership capability, and scalable processes needed to support growth. The role involves staying close to frontline work by reviewing calls and escalations, analyzing performance, challenging processes, working with frontline leaders, and identifying opportunities to improve customer experience. The Senior Manager will lead Client Operations and internal contact center operations, oversee service and performance, and translate strategic priorities into operating plans and measurable results. The role also develops managers and supervisors, builds leadership capacity, and establishes consistent operating practices. The successful candidate will have deep client operations and contact center experience, strong operational judgment, and a demonstrated ability to build high-performing teams and improve operations. The employee is expected to act in accordance with company values, vision, and mission; work honestly and respectfully with clients and coworkers; communicate effectively; maintain accuracy, efficiency, attendance, and a professional demeanor; respect the work environment; learn new skills and tasks; and perform other duties as required.

Requirements

Bachelor’s degree or equivalent combination of education and relevant leadership experience.
At least 8 years of progressive experience in client operations, customer operations, contact center operations, or a comparable service environment.
At least 5 years of people leadership experience with responsibility for managers and/or multilayer operational teams.
Demonstrated experience leading through direct and dotted-line relationships and influencing cross-functional teams where formal authority may not exist.
Significant experience leading high-volume contact center or client service operations.
Deep understanding of workforce management, forecasting, scheduling, quality assurance, training, coaching, service levels, and operational performance metrics.
Demonstrated success improving customer experience and operational performance.
Experience leading complex customer or client escalations and critical operational incidents.
Ability to use data to identify issues, determine root causes, and drive measurable improvement.
Strong business and financial acumen, including understanding the relationship between service, staffing, productivity, quality, and cost.
Strong executive presence and ability to communicate effectively with frontline employees, operational leaders, clients, and senior executives.
Ability to communicate effectively, work accurately and efficiently with close attention to detail, maintain good attendance, and demonstrate initiative in learning new skills and tasks.

Nice To Haves

Experience supporting a 24/7 or similarly demanding service environment.
Experience with Lean, Six Sigma, or another structured continuous improvement methodology.

Responsibilities

Lead, coach, and develop managers and supervisors; set expectations, accountability, and succession plans for key roles.
Build leadership capabilities in critical thinking, decision-making, communication, change management, conflict resolution, and business acumen.
Conduct regular one-on-one meetings with direct reports and participate in skip-level meetings to assess engagement, performance, and organizational effectiveness.
Evaluate organizational structure, staffing capacity, and talent needs, and recommend changes to support growth and scalability.
Promote continuous improvement, collaboration, accountability, safety, and client service.
Champion a customer-first culture and develop a deep understanding of the client and customer journey, service friction, and improvement opportunities.
Review calls, cases, complaints, escalations, and customer feedback; identify recurring issues and ensure root causes are addressed.
Ensure client expectations, service commitments, and standards are consistently met; build stakeholder relationships and act as a trusted operational partner.
Own significant client and customer escalations and ensure timely, effective resolution.
Lead day-to-day Client Operations performance across teams, shifts, and service channels.
Translate the Vice President of Operations’ strategy and priorities into operating plans, expectations, and measurable results.
Own performance across service levels, customer satisfaction, quality, productivity, response times, staffing, and other critical KPIs.
Establish daily operating reviews, performance scorecards, escalation protocols, and regular business reviews.
Ensure appropriate staffing, leadership coverage, and management structure; identify operational risks and act before they affect clients or customers.
Lead operational responses to significant service disruptions and critical incidents, conduct post-mortems, and translate lessons learned into sustainable improvements.
Oversee internal contact center operations, including service, quality, productivity, and customer experience.
Ensure forecasting, staffing, scheduling, and coverage align with anticipated customer demand.
Ensure effective quality assurance, coaching, training, and performance management processes.
Use operational data to distinguish among workforce, process, quality, training, technology, and leadership issues and implement appropriate solutions.
Establish and monitor meaningful service-level and performance metrics; evaluate performance against internal expectations and relevant industry benchmarks.
Develop scalable operating practices that support growth without sacrificing customer experience.
Build continuous improvement into Client Operations’ daily operating rhythm.
Develop, document, and implement SOPs and standardized operating practices to support consistent execution across functional teams.
Use data, customer feedback, quality results, and frontline observations to identify problems and opportunities; lead root-cause analysis and corrective actions.
Apply Lean, Six Sigma, or similar continuous improvement methods where appropriate.
Build closed-loop processes connecting customer feedback, quality assurance, coaching, training, SOPs, technology, and performance management.
Identify opportunities to simplify processes, eliminate unnecessary work, improve technology utilization, and increase scalability.
Set measurable improvement goals and ensure initiatives deliver sustainable results.
Partner cross-functionally to implement technology and process improvements that enhance customer and employee experience.
Build a strong leadership bench, set clear expectations, provide constructive feedback, address performance issues, and create development and succession opportunities.
Ensure frontline leaders have the tools, training, information, and authority to lead effectively.
Model a player/coach leadership style by staying connected to frontline employees and operational realities.
Perform other duties and functions as required.