Operations Manager (w/ Healthcare & Sales Background)

We are seeking a highly motivated and experienced Operations Manager to join our team.

This role is critical for ensuring efficient operations, meeting client expectations, and driving performance across multiple lines of business (LOBs). The ideal candidate will have a strong background in managing large teams, and a proven ability to adapt and thrive in a fast-paced environment.

Key Responsibilities:

• Making sure that a high standard of service is delivered to customers through the effective and efficient use of staff and other resources.
• Putting in place effective customer service that promotes customer satisfaction.
• Ensure customer service agents have the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
• Creates different strategies on how a certain program can maintain their CSAT scores

• Provides reporting and coaching sessions to better hit CSAT score.
• Conducts root cause analysis for CSAT data.
• Management, and supervision of agents.
• Responsible for the provision of reports concerning the performance of the various sections of the accounts.
• Provide inspired leadership for the organization.
• Make important policy, planning, and strategy decisions.
• Develop, implement, and review operational policies and procedures.
• Assist HR with recruiting when necessary.
• Help promote a company culture that encourages top performance and high morale.
• Oversee budgeting, reporting, planning, and auditing.

• Bachelor’s degree or equivalent practical experience in account management
• Preferably with at least 2 years of leadership / Operations Manager experience
• With experience in Healthcare, and Sales accounts
• At least a year of project management skill
• Client management experience is a plus
• Should have excellent account management skills
• Good to have an account management experience in a startup account
• Customer support experience is preferred
• Willing to work on a night shift
• Amenable in working on-site