Sr. Manager – US Operations

Job Description:

About the Role

We are looking for an experienced and dynamic Sr. Manager – US Operations to lead and optimize our US operations, ensuring excellent service delivery, operational efficiency, and client satisfaction. This role requires hands-on leadership and the ability to work closely with cross-functional teams to drive business growth and operational excellence. This position requires full-time, on-site presence in the office to maintain close coordination with teams and stakeholders.

 Key Responsibilities 

• Operational Leadership: Oversee daily operations of US-based projects, ensuring targets, SLAs, and KPIs are consistently met or exceeded.
• Team Management: Lead, mentor, and develop a high-performing team including Operations Managers, Team Leads, and support staff.
• Client Management: Act as the primary point of contact for key US clients, managing expectations, resolving escalations, and ensuring client satisfaction.
• Process Optimization: Identify operational bottlenecks and implement process improvements using data-driven insights to enhance efficiency, quality, and customer experience.
• Operations Excellence: Data driven analysis of processes, people & technology by deep diving into data for meaningful insights and identification of gaps.
• Strategic Planning: Collaborate with senior leadership to develop operational strategies that support company goals and growth plans.
• Reporting and Analytics: Monitor key metrics, prepare detailed operational reports, and present findings and action plans to senior management.
• Compliance and Quality: Ensure operations comply with company policies, contractual obligations, and industry regulations.
• Resource Planning: Manage workforce planning, scheduling, and budgeting to meet dynamic business needs and optimize resource utilization.
• Change Management: Lead and support change initiatives, technology rollouts, and process automation projects.
• Risk Management: Identify operational risks and implement mitigation strategies to minimize business disruption.

 Required Qualifications 

• Bachelor’s degree in business administration, Operations Management, or related field (MBA preferred).
• Minimum 10 years of experience in operations management, preferably within US-based BPO and customer service environments.
• At least 6 years in a senior leadership role managing cross-functional teams.
• Strong understanding of US business culture, labour laws, and customer service expectations.
• Strong background in data analysis and data visualization.
• Proven ability to manage large-scale operations and multi-site teams.
• Excellent problem-solving, decision-making, and analytical skills.
• Exceptional communication and interpersonal skills to manage internal teams and client relationships effectively.
• Proficient with operational tools and software (e.g., workforce management systems, CRM, reporting tools).
• Experience with process improvement methodologies such as Lean, Six Sigma is a plus.
• Ability to work in a fast-paced, dynamic environment with changing priorities.

Preferred Skills

• Experience in managing US time-zone operations (overlapping working hours or night shifts).
• Strong negotiation and conflict resolution abilities.
• Budgeting and financial management skills.
• Ability to foster a positive and motivating work environment.
• Data-driven mindset with experience in KPIs and dashboards.

 Interview Mode

• Teams interview