Senior Operations Manager

Senior Operations Manager Remote Full Time JPC - 20115 We are seeking a highly analytical and execution-focused Senior Operations Manager to lead a 24/7, multi-channel BPO help desk supporting enterprise clients in a fast-paced, SLA-driven environment. This role is responsible for end-to-end service delivery, including performance against SLAs, operational efficiency, financial outcomes, and continuous improvement across a multi-geo support model. This is not a traditional “people management” role we are looking for a data-driven operator who understands queue dynamics, can manage complex vendor dependencies, and can translate operational performance into measurable business outcomes. Qualifications: 5+ years of experience in BPO/contact center operations, with at least 3 years in a senior leadership role. Business degree or BPO related degree preferred, also interested in Lean Six Sigma and ITIL 4 Certifications. Proven experience managing 24/7 operations across multiple geographies. Strong understanding of contact center performance drivers (AHT, Service Level, Occupancy, Shrinkage). Experience operating in a multi-vendor support environment. Demonstrated ability to manage SLA-based client engagements. Preferred Qualifications: Experience in technical/help desk support environments (IT, POS, networking, QSR etc.). Familiarity with ITIL frameworks (Incident, Problem, Change Management). Experience with workforce management tools and capacity modeling. Exposure to AI-driven support tools, QA automation, or IVR optimization. Responsibilities: Operational Performance & SLA Delivery Own performance against all contractual SLAs (ASA, AR, FCR/FDR, CSAT, Etc). Analyze and manage drivers impacting queue performance (AHT, volume, occupancy, shrinkage, outages). Ensure consistent service delivery across a 24/7 operation with global teams. Capacity Planning & Workforce Strategy Translate volume forecasts into staffing models that balance cost and performance. Partner with WFM to manage real-time and long-term staffing needs. Proactively manage risks related to volume spikes, seasonality, and major incidents. Vendor & Escalation Management Manage operations in a multi-vendor ecosystem (telecom, POS, networking, etc.). Establish clear escalation paths and accountability across internal and third-party teams. Differentiate controllable vs. vendor-driven performance issues and drive resolution. Continuous Improvement & Problem Management Identify top drivers of contact volume and lead initiatives to reduce repeat contacts. Improve knowledge management, triage accuracy, and resolution pathways. Drive process improvements aligned with ITIL best practices. Performance Governance & Client Engagement Lead weekly/monthly operational reviews and contribute to QBRs. Provide clear, data-driven narratives on performance, risks, and improvement plans. Challenge and refine KPIs/SLA definitions to ensure clarity and operational alignment. Leadership & Team Development Lead and develop supervisors and frontline leadership. Build scalable team structures to support growth. Foster accountability, performance discipline, and operational ownership. Key Competencies Data-driven decision making and analytical thinking. Strong operational and financial acumen. Ability to manage complexity and ambiguity. Executive-level communication and stakeholder management. Problem-solving mindset with focus on root cause elimination. What Success Looks Like Consistent SLA attainment without overstaffing. Reduction in repeat contacts and escalation rates. Improved efficiency (AHT, cost per contact) without impacting experience. Strong governance and clear client communication. Annual Base Salary Range for CA, CO, IL, NJ, NY, WA, and DC: $80,000 to $95,000. Actual compensation offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience. Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. About Solugenix Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.