Senior Operations Manager

Senior Operations Manager

Requirements

• Bachelor’s degree in Business, Management, or related field, or an equivalent combination of education, training and experience is required
• Minimum of 3 years of related experience as an Operations Manager in a customer care environment, including hiring, motivating, coaching, counseling, and training

Responsibilities

• Inspire a team of 2-3 Managers, 3-10 supervisors and 50-350 full time athletes (employees) to perform at a high level through effective communication, mentorship and feedback
• Model a culture of ownership in every customer and employee interaction
• Manage the overall direction, development, and performance of the department and operations partners both internal and external
• Meet and/or exceed service levels and quality expectations, while working within financial constraints
• Keep the team safe by driving a culture of safety as the foundation of what we do, utilizing not only 5S, but also empowering safety behaviors and striving for excellence and cleanliness
• The position will be responsible for determining and providing best solutions to drive revenue and reduce cost
• Responsible for strong business acumen with the ability to teach others
• Provide direction on support processes and set up to ensure consistency, productivity and profitability
• Liaison with supervisors, team leaders, and athletes to gather information and resolve issues
• Monitor program effectiveness and report on productivity to senior leadership
• Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work
• Maximize team performance through training, motivation, and incentive programs
• Suggest innovative solutions that improve customer satisfaction while reducing cost
• Develop supervisors to become bigger leaders
• Provide clear, constructive direction and feedback
• Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
• Value and appreciate the customer perspective
• Communicate with and understand the needs of internal and external customers
• Mesh well with the existing management team by being a good listener, a team builder and an articulate advocate of our collective vision
• Responsible for quality metrics related to athlete performance
• Responsible for influencing strategy and vendor direction

Preferred Qualifications

• Excellent active listening skills
• Ability to read, write and speak articulately
• Active decision-making and problem-solving
• Thrive in a fast-paced team environment
• Superior emotional intelligence, a kind and empathetic disposition
• Possess a sensational personality, tons of patience, and the willingness to get involved in day-to-day activities
• Experience with deploying new contact center technology
• Ability to conceptualize, launch and deliver multiple projects on time
• Must be Able to Lift Approximately 25 lbs
• Must be Able to Perform Physical Duties of Position such as Assisting in Moving Product from Printing to Packaging Departments
• Demonstrates Effective Communication and Interpersonal Skills
• Able to Operate Computerized Scanning Equipment and PC Based Inventory Control Programs
• Ability to Stand 8 to 10 Hours per Day
• May be Expected to Walk Up to 10 miles per day