Sr. Operations Manager-1 ERT

TaskUs•Detroit, MI

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 45,000 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. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. What does a Senior Operations Manager really do? Think of yourself as someone who will manage day-to-day business operations, including performance, billing, and PNL, so not everyone can qualify for this role. 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. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Senior Operations Manager.

Requirements

Two-plus years of experience as a Senior Operations Manager or seven-plus years of experience as an Operations Manager in a customer experience environment.
Bachelor’s degree in Engineering, Safety, Operational Management, or related field; or equivalent experience
Experience managing supervisors, as well as coaching and developing Teammates.
Proven ability to scale operations, drive performance management, and foster employee retention.

Responsibilities

Ensure the Emergency Response Team (ERT) consistently meets operational KPIs, incident response times, and safety benchmarks.
Manage day-to-day operations business, including performance, billing, and PNL.
Have weekly syncs with Operations Managers and Team Leads, as well as one on one coaching and development with TMs as needed.
Meet with Senior Management and clients as needed to continue business growth.
Responsible for interviewing Operations Managers, Team Leads, and Quality Analysts.
Promote department culture.
Make sure that KPIs are being met consistently and solving business problems through innovation (example of KPI’s: CSAT, AHT, Resolution rate).