Sr. Operations Manager

About The Role

Sr. Operations Managers are one of PartnerHero’s most experienced Partner Operations professionals. They are comfortable building sophisticated Customer Experience programs, managing large omnichannel teams, and providing guidance and mentorship to frontline team leadership.  

A successful candidate will be able to demonstrate exceptional competencies that deliver high-quality outcomes around customer support, staffing around seasonality, forecasting, toolset, and workflow optimization, and recommending and implementing program-specific enhancements.  This candidate must eagerly and effectively build trust and rapport with our partner, while also offering transparent and prompt attention to the objectives of PartnerHero. This candidate will be expected to interact and work collaboratively with our senior leadership and operations teams in order to drive our business and revenue opportunities forward.

What you'll do:

• Acting as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities
• Identifying and evaluating partner key performance indicators and coaching frontline leadership with the actionable behaviors necessary to meet the partner’s objectives
• Defining team performance and ensure quantitative and qualitative objectives are met, per their contract
• Overseeing program operations, includes hiring, onboarding, training, quality assurance, tool optimization, and team building
• Delivering upon the expected program-level financial results 
• Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
• Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact
• Participating in regular program Quarterly Business Reviews with the partner’s executive leadership team
• Practicing heightened awareness of startup e-commerce organizations and the agility required to work within these teams
• Managing and mentoring staff
  • Directly managing and mentoring frontline team supervisors and team leads
  • Evaluating program health and taking actionable steps to ensure team member retention and engagement
  • Performing regular 1:1’s with all direct reports, as well as skip levels with other team members
  • Resolving personnel issues as they arise and take appropriate actions to remedy outliers
  • Supporting team leads and managers in establishing SMART goals and professional development
  • Fostering a problem-solving environment demonstrating teamwork and innovation
  • Establishing a standard and encouraging the learning and sharing of best practices 
  • Crafting best practices and templates based on program needs/requirements
  • Heavy reliability in people skills and proficiency for problem-solving

• 3+ years as a CX Operations Manager/Program Manager for multiple accounts in the BPO industry
• 2+ years successfully managing teams up to 100+ associates and mentoring 10+ frontline team Operations Managers, Team Managers and/or Team Leads in the BPO industry
• Experience overseeing seasonal hiring, staffing, training, and quality control programs
• Proven ability to develop master schedules and shifts in accordance with service level agreements
• Experience optimizing and streamlining platforms such as ZenDesk, TalkDesk, Shopify, and Gsuite applications
• Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program
• Virtual team leadership in the U.S. and other international locations
• Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization
• If you have these additional skills that would be great (but not required!):
  • Experience working within a brand-driven startup environment
  • Omnichannel contact center experience and leadership (phone, email, chat, etc.)
  • Experience leading teams impacted by seasonality and high consumer demand periods
  • Experience in a high-stress operational group that is dependent on escalation priority and issue triage

What you’ll get in return:

• Hybrid working arrangements (2 days in office, 3 days remote)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorshi