Senior Operations Service Manager

New

This is a Work from Home position within the U.S.Full-TimeSenior

Salary84,629 - 124,122 USD per year

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Job Details

Bachelor’s degree or a minimum of six (6) years of relevant professional experience in operations, service management, telecommunications, or a related field.
Proven ability to lead complex operational scenarios and high-severity customer escalations.
Strong executive presence with the ability to present confidently to senior leaders and customers.
Advanced ability to use data and analytics to tell a story, influence decisions, and drive action.
Demonstrated experience with automation, AI tools, and digital enablement in an operational or service environment.
Strong change leadership skills, including influencing behavior, driving adoption, and sustaining improvements.
Excellent written and verbal communication skills, including customer-facing documentation.
Ability to operate effectively in ambiguous, fast-paced, and high-pressure environments.
Experience supporting enterprise-scale customers and complex service environments.

Serve as the primary escalation point for assigned enterprise customers, including after-hours support when required.
Act as the central point of ownership and communication for high-impact incidents, coordinating cross-functional teams to drive resolution.
Develop and deliver customized operational reporting and reviews for executive, SVP, and C-level audiences.
Drive operational transformation initiatives, including leading customer implementations of enterprise automation and AI solutions.
Establish and manage Service Improvement Plans (SIPs) and conduct root cause investigations for chronic service issues.
Mentor junior peers and support leadership with strategic, operational, and cultural initiatives.

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