Senior Operations Manager

About this role

About the Opportunity

The Senior Manager, Operations plays a central role in

building a scalable, high-performing operations

organization. Reporting to the Director of Customer

Service & Operations, this role owns the performance of

vendor partnerships and the customer service operational

model, driving accountability, efficiency, and continuous

improvement across the function.

The position is responsible for designing and implementing

scalable systems and workflows—leveraging modern tools,

including AI—while developing business cases to support

ongoing investments in operational excellence.

Key Responsibilities

• Lead all aspects of operations vendor relationships,

including weekly business reviews, quality calibration

sessions, performance scorecards, and quarterly business

reviews (QBRs) with senior vendor leadership.

• Serve as the incident owner for escalated

vendor-originated service failures—including outages,

quality breakdowns, and SLA misses—by triaging issues,

coordinating resolution across internal and external

stakeholders, and establishing documented prevention

plans.

• Maintain and evolve vendor performance scorecards,

continuously tracking SLAs, quality scores, average handle

time (AHT), and other key performance indicators.

• Own vendor volume forecasting and headcount planning,

ensuring accuracy ahead of each planning cycle.

• Oversee vendor onboarding and offboarding, including

knowledge transfer and transition planning.

• Maintain vendor risk registers, proactively identifying

compliance gaps and driving remediation.

• Serve as the cross-functional connector when system

issues or process changes impact vendor teams.

• Maintain deep familiarity with customer service metrics,

including SLA adherence across teams and contact types,

AHT, quality pass rate, reopen rate, forecast accuracy,

cost per contact, and net sentiment.

• Identify negative operational trends early and partner

with the Director of Customer Se...