Operations Manager – US Operations

We are looking for a seasoned and results-driven Operations Manager to lead daily operations for our US-based clients. The successful candidate will be responsible for managing teams, enhancing operational efficiency, and ensuring smooth execution of business processes tailored specifically to the US market. This role demands strong leadership and communication skills to uphold high performance standards and align operational activities with the overall goals of the organization.

Key Responsibilities
- Oversee and manage daily operations for US-based clients and accounts.
- Lead, supervise, and motivate operational teams to consistently achieve and surpass business objectives.
- Track and analyze key performance indicators (KPIs), service level agreements (SLAs), productivity, quality, attendance, and other relevant metrics.
- Develop and implement strategies aimed at improving operational efficiency and boosting team productivity.
- Ensure seamless workflow by enforcing adherence to processes and timely completion of tasks.
- Identify operational gaps and implement corrective and preventive actions to address them.
- Collaborate closely with senior management and cross-functional departments to resolve operational challenges.
- Prepare and deliver regular reports on operational performance and updates to stakeholders.
- Handle escalations promptly, ensuring effective resolution of client and internal issues.
- Conduct team meetings, performance evaluations, coaching, and training sessions to promote continuous development.
- Maintain comprehensive process documentation and ensure compliance with company policies and procedures.
- Analyze operational data to identify trends and recommend actionable improvements.
- Manage workforce planning, resource allocation, and shift scheduling to optimize operational output.
- Foster a strong, performance-oriented culture within the operations team.

Required Qualifications
- Bachelor’s degree in Business Administration, Management, Human Resources, Operations, or a related discipline.
- 4 to 6 years of relevant experience in operations management, preferably within US-based operations or BPO environments.
- Demonstrated experience in team management and operational KPI oversight.
- Solid understanding of US market operations and client management best practices.
- Excellent leadership, communication, problem-solving, and decision-making abilities.
- Proficiency in MS Excel, reporting tools, and data analysis techniques.
- Ability to work independently in a fast-paced environment.
- Willingness and capability to work night shifts aligned with US business hours.

Preferred Qualifications and Benefits
Experience in BPO, US sales, customer support, healthcare, logistics, freight forwarding, recruitment, or other US-based operational sectors will be considered a strong advantage.

Compensation
The monthly salary for this position ranges from Rs. 150,000 to Rs. 250,000.

Work Location
This role requires in-person attendance at the designated office location.