Senior Operations Manager

• Manage and enhance revenue streams for the program(s), ensuring profitability through metrics like revenue, margins, billing, seat utilization, and client retention.
• Implement effective training, staff development, and employee recognition programs to ensure operational proficiency.
• Recruit, train, develop, and evaluate the performance of direct reports and their teams, adhering to organizational policies and legal requirements.
• Provide leadership to ensure consistent application of company policies and standards among direct reports, implementing corrective measures as needed.
• Analyze and uphold Client Service Level Agreements, instituting improvement strategies when necessary.
• Ensure operational compliance with existing contracts.
• Foster open communication and understanding of client expectations, actively managing client relationships.
• Collaborate with Business Development to identify opportunities for business growth with clients.
• Conduct regular performance evaluations and offer ongoing developmental support to direct reports.
• Promote a positive work environment through employee engagement and timely resolution of employee relations issues.
• Participate in cross-functional meetings to address operational issues and drive continuous improvement.
• Maintain relationships with strategic vendors to stay informed about changing technologies and industry trends.
• Participate in opportunity review calls for new business and facilitate site visits for potential clients.
• Host regular business reviews and ensure that customer, operational, and capacity requirements are addressed through effective communication and collaboration with functional leaders and direct reports.

• Preferably holds an Associate's Degree with over ten years of experience, including two to four years of Progressive Management Experience.
• Demonstrated ability to analyze and optimize work processes to achieve specific goals.
• Proficient in coaching, developing action plans, and delivering effective feedback to maximize team performance.
• Flexible and adaptable to changing business needs, with a proven track record of implementing change.
• Strong ability to work under pressure, follow through on tasks, and maintain professionalism.
• Excellent written and verbal communication skills, with the ability to effectively present information.
• Skilled in organizing and prioritizing projects in a fast-paced environment.
• Capable of mentoring, coaching, and providing direction to team members.
• Initiative-driven with a focus on continuous improvement.
• Customer service-oriented with a professional demeanor.
• Willingness to work a flexible schedule.

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