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Sr Manager, Product Operations
Henry Schein OneUnited States - Remote, United StatesRemotefull_timeVerifiedPosted 25 Feb 2025
💰 $150,000/yr($110,000/yr – $150,000/yr)
About the role
This position will be remote within the United States.
Job Summary
We are seeking a visionary Sr Manager of Product Operations to revolutionize our customer support and operations team while driving product efficiencies to new heights. This pivotal role will spearhead the establishment, management, and expansion of a growing call center in the Philippines, while orchestrating seamless synergy with our product development team to maximize system performance and optimize costs.
Our ideal candidate will be a leader with a proven track record in team leadership, operation excellence and product optimization. They will possess a strategic mindset that combines vision, innovation, and analytical prowess, allowing them to scale support teams with precision and drive transformative growth.
What You Will Do
Travel/Physical Demands
Qualifications
What You Will Have
Nice to Haves
The posted range for this position is $110,000 - $150,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not refle
Job Summary
We are seeking a visionary Sr Manager of Product Operations to revolutionize our customer support and operations team while driving product efficiencies to new heights. This pivotal role will spearhead the establishment, management, and expansion of a growing call center in the Philippines, while orchestrating seamless synergy with our product development team to maximize system performance and optimize costs.
Our ideal candidate will be a leader with a proven track record in team leadership, operation excellence and product optimization. They will possess a strategic mindset that combines vision, innovation, and analytical prowess, allowing them to scale support teams with precision and drive transformative growth.
What You Will Do
- Team Management: Recruit, train, and manage a high-performing call center team in the Philippines. Conduct regular coaching, training, and professional development for team members. Maintain a strong candidate pipeline for future hiring needs.
- Performance Optimization: Establish performance metrics and implement quality assurance processes. Implement incentive structures to drive productivity and maintain high service levels. Develop and maintain scheduling, reporting, and compensation structures.
- Operational Efficiency: Monitor key performance indicators (KPIs) and implement continuous improvements. Manage and optimize workflows to enhance operational efficiency.
- Collaboration and Alignment: Collaborate with product and engineering teams to ensure the internally built product meets evolving business needs. Work closely with customer success, sales, and product teams to ensure alignment.
- Process Improvement: Identify and implement process improvements that drive efficiency and reduce costs. Conduct quality assurance checks to align product functionality with business objectives.
- Product Enhancement: Regularly review customer interactions and provide insights to enhance product features. Conduct quality assurance checks to ensure product functionality aligns with business objectives.
- Reporting and Strategic Alignment: Provide weekly and monthly reports on operational metrics, performance insights, and product improvement recommendations. Conduct regular meetings with leadership to align on business objectives and strategic priorities.
Travel/Physical Demands
- Travel typically less than 10%, includes domestic and international travel
- Office environment with no special physical demands required
Qualifications
What You Will Have
- 10+ years of experience in customer operations or call center management, preferably with offshore teams and BPOs
- Proven track record in scaling remote customer service teams and enhancing operational efficiencies
- Expert in performance management, QA processes, workforce planning, and data-driven decision-making
- Proficiency with CRM platforms (i.e. Salesforce or similar) and experience collaborating with product and engineering teams
- Outstanding communication, presentation, and negotiation skills
- Strategic planning and project management expertise, with ability to drive complex initiatives
- Demonstrated ability to manage internal and external relationships, build connections, navigate organizational complexities, and influence stakeholders effectively
Nice to Haves
- Bachelor’s Degree in a related field
- Background in dental coding and insurance preferred
The posted range for this position is $110,000 - $150,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not refle
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