Senior Manager- Operations

Senior Manager- Operations

As Senior Manager of Operations you will be responsible for managing operational strategy, processes and resources across multiple delivery sites in the United States.

In this role, you will have a senior level position and a hugely positive impact on the success and continued scale of our Delivery Operations. You will be responsible for the long term strategy and initiatives to scale and enhance our existing processes across our collection facilities. You will be directly responsible for managing the operating budget at each collection location, working collaboratively with Global Delivery and PMO to make cost optimization decisions. You will have direct oversight of a team of resources responsible for day to day operations activity. This role will be a hybrid role with 3-4 days a week on site in our Midtown NY office.

Primary responsibilities

• Develop and Implement Operations strategy:

  • Define Operations goals and objectives in collaboration with Delivery, Community and PMO resources

  • Design and Implement scalable Operating processes focused on efficiency of resources and process consistency across collection locales

  • Monitor and report on execution of Operations strategy

  • Provide thought leadership for all matters related to Operations, Testing Services and Compliance

• Manage Operating Budget for all Applause collection facilities

  • Utilize financial forecasts to drive headcount and facilities decisions

  • Own capacity planning, proactively planning for growth by developing core team members and flexible operating schedules to maximize utilization of resources and facilities

• Lead Operation and Testing Services Team

  • Lead a team of site lead and technical resources responsible for the day to day operations at their respective collection facilities

  • Foster collaboration and communication among team members to ensure alignment across Operations, Delivery and Community teams

• Ensure Quality and Compliance

  • Develop and Implement Quality Measurement and Control rubrics and processes

  • Monitor Data Quality to proactively gaps

  • Partner directly with Security and Infosec partners to ensure Compliance

Drive Operational Excellence:

• Develop and implement operational processes and best practices to ensure efficient and effective operational activity

• Work with cross-functional teams to identify areas for process improvement and implement changes as necessary