Senior Operations Manager (Execution Focus) | US Based Client Experience

Salary Package: Max of 140,000 package

About the Client:

It’s a SaaS (software‑as‑a‑service) provider that helps self‑storage operators automate the entire delinquency and lien process — from early missed payments through auction completion.

Job Summary:

The client is looking for an Operations Execution Manager to take ownership of the execution layer of our auction and audit operations. As the business scales, this role was created to ensure day-to-day operations have dedicated leadership — freeing the broader leadership team to focus on growth and strategy.

This is a people management role. Your job is to ensure your team of 20+ executes accurately, consistently, and on time, every day. You are the last line of defense before operational issues reach the customer.

Key Responsibilities:

• Lead and coach a team of 20+ including Account Managers, Auction and Advertisement Coordinators
• Ensure every team member understands their role, accountabilities, and performance targets
• Use available training tools — SOP, video library and role-based certifications — to onboard and develop the team
• Monitor workload and capacity; proactively manage resources to protect performance and prevent burnout
• Own resource planning: know your capacity at all times, flag risks before they become misses, and reallocate as needed to protect SLAs

• Oversee daily operations across audit, auction, mailhouse, and customer communication workflows
• Maintain the KPI dashboard — combining manual data entry and Zendesk reporting — to track performance and surface risks early
• Ensure the team is meeting SLA targets and quality standards across all functions
• Be the first escalation point for operational issues; triage and resolve without defaulting to leadership
• When platform bugs occur, step in directly — run manual processes in Excel, coordinate workarounds, keep the team moving
• Protecting auctions from being pushed is the highest priority — exhaust every compliant option before approving a push

• Account Managers face customers daily — you are accountable for the quality and professionalism of those interactions
• Own senior-level customer escalations and ensure the team handles routine communications independently

• The team operates under legal deadlines with zero tolerance for missed compliance steps
• Know the compliance requirements well enough to make judgment calls on edge cases and to escalate the right ones
• Manage risk at every level — operational, compliance, and people — and escalate to leadership when a risk exceeds your authority to resolve
• Ensure quality checks and audit sampling are completed consistently and that failures are caught before they reach the customer
• Requirements:
• 5+ years leading operations teams of 10 or more
• Strong people management — coaching, accountability, capacity planning, and burnout awareness
• Client relationship management experience — comfortable owning escalations and holding a team to a high external standard
• Compliance and risk management knowledge in an operations context
• Experience maintaining KPI dashboards and operational reporting frameworks
• Skilled at prioritization under pressure — you know what to protect first and act before things break
• Comfortable working in systems and data — you can read dashboards, identify anomalies, and act without needing the numbers translated for you
• Hands-on when it counts — able to run manual analysis in Excel to plan and execute on the platform mitigations and corrections due to the bug
• Experienced leading remote teams with strong async communication and clear accountability practices
• Strong written English for both internal leadership and customer-facing communication
• Self-directed and independent — you own your outcomes without needing hand-holding

Preferred:

• Background in BPO, operations management, compliance-driven environments or similar environments
• Familiarity with Zendesk or similar customer management platforms
• Experience leading teams through active process improvement or rapid change cycles

We grow together. We value your effort. We aim to empower you.