Operations Manager

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances, located inPlano, TX.

Operations Manager

Top Skills:

1. Process improvement
2. Vendor management
3. Business analysis

Summary:

The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.

This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.

Responsibilities:

• Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
• Leverage NPS results, Medallia survey data, and KPI results to provide actionable insights and drive process improvements
• Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
• Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
• Case-manage customer escalations
• Act as the main point of contact for Call Center BPO and Third-Party Administrator
• Lead training and development programs to enhance team capabilities in customer experience and process improvement

Requirements:

• Bachelor's degree in Business Administration, Operations Management, or a related field
• 5 years of experience in operations management or a related role
• Proven track record of improving customer experience and operational processes
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Excellent communication and leadership skills

Preferred Qualifications:

• Experience in the mobile device protection industry
• Familiarity with process improvement methodologies such as Lean or Six Sigma
• Experience managing cross-functional teams in a fast-paced environment

Staffmark talent working with this client receive competitive compensation and a great benefits package, including medical, dental, vision, 401K, paid time off, and more!

At Staffmark, we connect hardworking people with great companies, creating opportunities that make a lasting impact.

Staffmark is an equal opportunity employer. Allapplicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Staffmark offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Staffmark is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at https://smgroupna.com/privacy-notice-for-candidates-and-employees-contractors. By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help.