Operations Manager

Role overview

The Operations Manager will drive initiatives aimed at improving the customer journey and making internal processes more efficient within the Care+ team of the MX organization. The position focuses on spotting inefficiencies, introducing better ways of working, and ensuring customers receive smooth support across every interaction.

This is a vendor- and customer-facing position that calls for strong communication and effective problem-solving.

Key responsibilities

• Design and implement plans that raise customer experience measures while improving operational performance.
• Use NPS findings, Medallia survey inputs, and KPI data to surface insights and guide process enhancements.
• Partner with teams across functions to keep customer experience goals and operational priorities aligned.
• Review, map, and record existing workflows, pinpoint constraints, and introduce fixes that make processes more efficient.
• Handle customer escalations and manage them through resolution.
• Serve as the primary contact for the Call Center BPO and the Third-Party Administrator.
• Run training and development initiatives that strengthen the team’s ability to improve customer experience and processes.

Required qualifications

• A bachelor’s degree in Business Administration, Operations Management, or a similar discipline is required.
• At least 5 years of professional experience in operations management or a closely related function.
• A demonstrated history of improving customer experience and operational workflows.
• Strong analytical ability to interpret information and use it to support decisions.
• Excellent written and verbal communication skills, along with leadership capability.

Preferred background

• Experience in the mobile device protection sector is preferred.
• Familiarity with Lean, Six Sigma, or comparable process improvement frameworks is an advantage.
• Prior experience leading cross-functional groups in a fast-moving environment is desirable.

Compensation and benefits

The listed pay rate is $46.00 to $49.00 per hour. This role is non-exempt, so overtime is paid at 1.5 times the base hourly rate for all hours worked beyond 40 in a workweek, or as required by applicable state or local law. Final compensation within the stated range depends on relevant skills, education, and experience.

Eligible full-time employees may choose from a range of benefits packages. These may include medical, dental, and vision coverage; health savings accounts with qualifying medical enrollment; 10 paid days off; 3 days of paid bereavement leave; 401(k) participation with employer match; life and disability insurance; commuter benefits; dependent care flexible spending accounts; accident, critical illness, and hospital indemnity insurance; travel accommodations and reimbursement; and a discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement are provided as required by state or local law.

Additional information and terms

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Reference code: #AditiConsulting #25-23674