Lead and oversee client operations and service delivery across multiple accounts
Manage and mentor team leads/managers, ensuring strong performance and accountability
Build, refine, and enforce scalable systems, processes, and workflows
Identify operational gaps early and implement proactive solutions
Drive continuous process improvement and efficiency across teams
Maintain high standards of client satisfaction and internal alignment
Act as a key point of contact for both clients and internal stakeholders
Step into day-to-day operations oversight as needed, especially during scaling phases
Bring structure and clarity in a fast-moving, startup-like environment

Proven experience in a senior operations or service delivery leadership role
Experience managing managers or team leads
Strong systems and process-oriented mindset
Demonstrated ability to create structure, accountability, and operational clarity
Proactive in identifying inefficiencies and improving workflows
Comfortable working in high-pressure or fast-changing environments
Excellent communication skills, both client-facing and internal
Background in BPO, SaaS operations, implementation operations, or customer operations

Operations Manager

Key skills