Position type and schedule: Full-time, US Hours Pacific and Eastern Standard Time Expected start date: ASAP About The Role Operations Managers are one of Umbrella's most experienced Client Operations team members. They are comfortable building sophisticated CX programs, managing large teams, and providing guidance and mentorship to frontline team members. A successful candidate will be able to deliver high-quality outcomes around customer support, staffing around seasonality, forecasting, workflow optimization, and recommending and implementing program-specific enhancements. This candidate must effectively build trust with our client, while also offering transparent and prompt attention to the objectives of Umbrella BPO.This candidate will be expected to interact and work collaboratively with our leadership and operations teams in order to drive our business opportunities forward. Key Responsibilities Acting as a strategic advisor to the client company by keeping key points of contact up to date with their key challenges and opportunities Identifying and evaluating client's key performance indicators and mentoring frontline leadership to meet the client's objectives Defining team performance and ensuring objectives are met, per their contract Overseeing program operations, including hiring, onboarding, training, quality assurance, and team building Delivering upon the expected program-level financial results Establishing a quality-focused team culture with strong communication and adherence to Umbrella's Core Values Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact Participating in regular program business reviews with the client's leadership team Awareness of startup organizations and the agility required to work within these teams Managing and mentoring team member staff Directly managing and mentoring frontline team members; supervisors and leads included Evaluating program health and taking actionable steps to ensure team member retention and engagement Performing regular 1:1's with all direct reports Fostering a collaborative, problem-solving environment demonstrating teamwork and innovation Establishing a standard and encouraging the learning and sharing of best practices Developing best practices, documentation and templates based on program needs/requirements Heavy reliability in people skills and proficiency for problem-solving Qualifications English fluency, written and verbal; C2 preferred 5+ years Operations Manager experience with a BPO company 5+ years successfully managing teams of up to 10+ associates and mentoring 1-5 team supervisors Experience overseeing seasonal hiring, staffing, and training Proven ability to develop schedules and shifts in accordance with service-level agreements Strong understanding of how to use data to generate reports and assess the health and efficacy of a client program If you have these additional skills that would be great but not required: Experience working within a startup environment Contact center experience and leadership Experience leading teams impacted by seasonality and high consumer demand periods Experience optimizing and streamlining platforms such as Zendesk, TalkDesk, Shopify, and G-Suite applications What We Provide Full-time (40 hours a week)Location: Philippines Competitive salary compensation based on experience Training and growth opportunities provided by Umbrella BPO and outside entities Ability to grow your career and determine your next move at Umbrella BPO Why Umbrella BPO? Umbrella is a mission-driven company with a passion for helping businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to operations, content moderation, engineering, and more. Umbrella BPO not only offers above average compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth. Powered by JazzHR
