Operations Manager
New
Remote USFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluency in English (written and verbal) required.
- Experience
- 3–5 years
- Required Skills
- Project ManagementData AnalysisJiraOperations ManagementMicrosoft ExcelGoogle WorkspaceZendeskLooker
Requirements
- Bachelor’s degree in Business, Operations Management, or a related field preferred, or equivalent work experience.
- 3–5 years of experience in operations, program management, or team leadership in a high-growth, service-oriented environment.
- Proven experience managing teams and driving performance through metrics and structured accountability.
- Strong leadership, coaching, and mentoring skills.
- Highly analytical with experience interpreting data for business decisions and performance optimization.
- Excellent written and verbal communication skills.
- Strong project management and organizational skills.
- Proficiency in Google Workspace, Excel/Sheets, and operational systems like Zendesk, Genesys, or Jira.
- Familiarity with reporting tools or dashboards such as Looker.
- Ability to work core operating hours and provide a distraction-free home office with a hardwired (Ethernet) connection.
- Fluency in English (written and verbal) required; bilingual proficiency in Spanish preferred.
Responsibilities
- Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions.
- Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards.
- Partner with leaders across Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps and solve operational challenges.
- Analyze current processes and design improvements that drive scalability and cost-effectiveness.
- Lead through change by communicating clearly and ensuring smooth adoption of new tools and processes.
- Leverage operational data and trends to make informed decisions and support strategic planning.
- Provide direct leadership, mentorship, and feedback to supervisors and specialists.
- Act as a senior point of escalation for operational issues or cross-departmental blockers.
- Ensure procedures remain compliant with HIPAA and protect member and Pal information.
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