Operations Manager

Operational Leadership:

• You'll own the end-to-end performance of your division, including first response time, first contact resolution, and backlog management.
• Serve as the primary decision-maker, using data to spot problems and intervene before they become crises.
• Be the bridge between big-picture goals and frontline work, ensuring consistency and continuous improvement.

Team Development:

• Build an autonomous second line of leadership by coaching and developing your Managers.
• Find genuine joy in watching direct reports grow through structured coaching and clear expectations.
• Create a team that can thrive even when you aren't in the room.

Strategic Impact:

• Partner with WFM Supervisor for strategic capacity planning to staff and schedule effectively.
• Provide forward-looking reports to the Head of Operations, calling out risks and celebrating wins.
• Act as the go-to escalation point for the toughest operational issues in cross-functional meetings.

Tools and Requirements:

• You have 3–6 years of experience in high-growth operations, with at least 2 years leading large teams of 30+ people.
• You are data-native with a sixth sense for dashboards and can diagnose root causes on the fly.
• You are comfortable with modern tools like Kustomer, Zendesk, or Looker, and have strong English communication skills.