Senior Manager of Operations

Flagger Force, LLC•Swatara Township, 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 stays connected to frontline work by reviewing calls and cases, assessing escalations and performance, challenging processes, partnering with frontline leaders, and identifying opportunities to improve service. The Senior Manager leads Client Operations and internal contact center operations, translates company strategy into operating plans and measurable results, and owns performance across service levels, customer satisfaction, quality, productivity, response times, staffing, and other KPIs. The role develops managers and supervisors, establishes consistent operating routines, ensures appropriate staffing and leadership coverage, and leads responses to significant service disruptions and critical incidents. The position also advances continuous improvement by analyzing operational data and customer feedback, identifying root causes, developing SOPs and standardized practices, and implementing corrective actions and scalable improvements. The role partners across functions on process and technology improvements and builds leadership capability, accountability, and succession strength across the operation.

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 multi-layer operational teams.
Experience leading through direct and dotted-line relationships and influencing accountability across cross-functional teams without necessarily having formal authority.
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 relationships among service, staffing, productivity, quality, and cost.
Strong executive presence and ability to communicate effectively with frontline employees, operational leaders, clients, and senior executives.

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, supervisors, and other operational leaders; set expectations, accountability, and succession plans.
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 operating culture and develop a deep understanding of the client and customer journey and sources of friction.
Review calls, cases, complaints, escalations, and customer feedback to monitor and improve the customer experience.
Identify recurring customer issues and ensure root causes are addressed.
Ensure client expectations, service commitments, and service standards are achieved; 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 and consistent execution across teams, shifts, and service channels.
Translate the Vice President of Operations’ strategy and priorities into operating plans, performance expectations, and measurable results.
Own performance across service levels, customer satisfaction, quality, productivity, response times, staffing, and other critical KPIs.
Establish 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 turn lessons learned into sustainable improvements.
Oversee internal contact center operations, with accountability for 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 identify whether issues stem from workforce, process, quality, training, technology, or leadership factors and implement appropriate solutions.
Establish and monitor meaningful service-level and performance metrics and evaluate results 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 across functional teams.
Use data, customer feedback, quality results, and frontline observations to identify problems and opportunities.
Lead root-cause analysis and corrective action for recurring operational issues; apply Lean, Six Sigma, or similar methods where appropriate.
Build closed-loop processes connecting customer feedback, quality assurance, coaching, training, SOPs, technology, and performance management.
Simplify processes, eliminate unnecessary work, improve technology utilization, and increase operational 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, provide timely 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 style and foster an environment where strong performers can build careers.
Act in accordance with company values, vision, and mission; demonstrate honesty, integrity, respect, professionalism, effective communication, accuracy, initiative, and good attendance; maintain a neat work environment; and perform other duties as required.