Senior Operations Manager

Reports to VP, Customer Operations. Responsible for leading, scaling, and optimizing the day-to-day operations of Team Connects' overall strategy. Oversees operational processes, drive performance improvements, and ensure seamless collaboration across teams to deliver exceptional outcomes for employees, customers, and partners. Served as a strategic thought partner to leadership, improved efficiency, streamline workflows, and enhance the overall CRM experience for multiple lines of business.

• Operational Leadership
  
  
  
  • Lead the daily operations of the Team Connect program, ensuring consistency, quality, and efficiency.
  • Decisioning to help engage on net positive trends with key performance indicators (KPIs), service-level agreements (SLAs), and operational targets.
  
  
  
  
• Process Improvement & Strategy
  
  
  
  • Identify, design, and implement process improvements to reduce friction and enhance employee and customer satisfaction.
  • Partner with cross-functional stakeholders to align operational strategies with business goals.
  
  
  
  
• Team Leadership & Development
  
  
  
  • Manage and develop a high-performing operations team, providing coaching, mentorship, and clear career paths.
  • Foster a culture of accountability, collaboration, and continuous improvement.
  
  
  
  
• Technology & Tools
  
  
  
  • Leverage systems and tools to streamline workflows, track performance, and enable data-driven decisions.
  • Partner with IT and product teams to recommend and implement operational technology enhancements.
  
  
  
  
• Change Management & Communication
  
  
  
  • Lead operational readiness for new initiatives, ensuring smooth adoption and execution across the organization.
  • Drive transparent communication channels to keep employees informed and engaged.