Introduction
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.? Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your Role and Responsibilities
We are seeking an Operations Manager to work in a End User Services/Human-in-the-Loop environment. This person will be an active team leader, responsible for supporting multiple projects day to day operations. Successful candidate will ensure the quality delivery of multiple contracts including staffing, training, quality assurance, workforce management, contract deliverables and service level agreements. The candidate will also need to be able to identify any skill, knowledge, or performance gaps and be responsible for remediation and team communications addressing them. As the Operations Manager this candidate will be responsible for supporting bid and proposal processes along with new contract capture for our End User Services Operations.

Tasks involved include, but are not limited to:

• People Management and Performance Management of staff
• Communications with Automation, Operations, and IT teams, and Project Leadership
• Attends Status/Release/Change/Quality Meetings as needed
• Workforce Management, Employee Scheduling, and Placement to meet Project needs
• Overall queue and operations Monitoring
• Throughput monitoring, management, and coaching
• Assists with compiling and updating SOPs
• Supports Interviewing new staff
• Supports Project and Portfolio Growth initiatives
• Ensure delivery using best practices and industry standards
• Stay current with new technology, methodologies and models to continuously enhance delivery
• Track and plan pipeline, contract cycles and transition in/out activities
• Recommend process and performance improvements

Required Technical and Professional Expertise

• Management/Operations Experience, to include management of subordinate Staff
• Ability to manage 15-30 Direct Report Employees
• People and Performance Management and Communication-Experience in workforce management including staffing calculation, shift coverage and industry standard models
• Experience being a client liaison responsible for client update, performance and escalation communication
• Must be able to work onsite at IBM’s facility in Rocket Center, WV 3 days per week, or as business needs arise.
• Must be able to obtain VA Security Clearance Adjudication

Preferred Technical and Professional Expertise

• Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies
• Familiarity with Robotic Process Automation (RPA), Artificial Intelligence (AI) and Object Character Recognition (OCR)

About Business UnitIBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to: - Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being - Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs - Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law - Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals - Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. We consider qualified applicants with criminal histories, consistent with applicable law. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.