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