Operations Manager (Remote)

Company OverviewAt ClearDesk, we handle the sourcing, recruiting, and management of our overseas talent as they work with our clients. Our goal is to provide exceptional service that exceeds expectations, and we take pride in our ability to match each client with the right talent to suit their unique needs.Our MissionAt ClearDesk, we're passionate about helping people succeed. Our mission is to assist clients in building top-performing teams in the most cost-effective way possible, enabling them to thrive in today's competitive business landscape. Additionally, we're committed to helping our remote talent develop their careers within outstanding teams while supporting their families.But we don't stop there. We're constantly pushing ourselves to grow and learn by surrounding ourselves with the very best talent. This culture of continuous improvement enables us to provide even better service to our clients and team members alike. At ClearDesk, we believe that when everyone succeeds, we all succeed.Job DescriptionThe Operations Manager is responsible for overseeing the management of VA Success Specialists, who in turn manage virtual assistants (VAs). This role focuses on addressing employee relations matters ranging from performance management issues and policy interpretation to investigating and resolving employee complaints. The Operations Manager will support the entire employee lifecycle, from onboarding and training to offboarding.Core ResponsibilitiesLeadership and ManagementLead and manage VA Success Specialists who oversee VAs, ensuring consistent support and effective team management.Guide direct reports in administering company policies and standards while addressing performance-related challenges.Conduct regular one-on-one meetings with direct reports to assess both individual and team performance and to provide continuous developmental coaching.Employee Relations and Conflict ResolutionHandle complex, high-risk workplace issues, such as investigations, escalated performance concerns and involuntary terminations while proactively mitigating risks to reduce turnovers.Acts as a primary contact for escalated employee relations concerns, providing strategic advice to HR partners, business leaders and VA Success Specialists.Operational Excellence and Strategy ImplementationCreate and implement strategies for seamless employee transitions from onboarding to offboarding.Collaborate closely with U.S. counterparts to ensure operational alignment, drive process efficiency, and meet business objectives.Oversee operational reports (e.g., attendance adherence, client scorecards, performance metrics) to ensure they align with organizational goals.Employee Engagement and Capability BuildingSpearhead engagement initiatives aimed at improving team retention and satisfaction.Develop team capabilities to maintain high standards of service.RequirementsBachelor’s degreeMore than seven years of experience in the industry (with at least two years of Operations Management Experience)Demonstrated experience in managing remote teams, particularly through supervisory roles like VA Success SpecialistsProven track record in operations management, with a focus on driving continuous improvement.Excellent leadership skills with the ability to foster a collaborative and high-performing team environment.Compensation and BenefitsCompetitive SalaryFull-timeHealth, dental, and vision insuranceBonuses and incentivesImportant Reminder: ClearDesk does not ask for any monetary payments or fees as part of our employment process. If you encounter any request for payment, please disregard it and report it to us immediately. For your security, please ensure that all communications are conducted through emails originating from (@cleardesk.com or @cleardeskteam.com).