Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)

Manage the day-to-day operations in accordance with requirements and SLAs. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.

Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.

Provide exceptional people management, mentorship and career development to members of Vendor’s team, including managers and agents, achieve low attrition levels and high employee engagement

Drive Operations teams to deliver continuous improvement and productivity/quality gains

Flag and escalate business risks to the client

Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

Strategic thinker with strong analytical and problem-solving skills

8+ years of experience in operations, preferably in technology industry

5+ years of people management experience, including managing leaders, and a strong desire to develop team members

Empathy for the Client community and passion to create an exceptional experience and provide outstanding support

Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members

Adaptable and energized by a fast-paced environment

Bachelor’s degree, or equivalent

BPO experience preferred

Trust & safety experience preferred