We are looking for an experienced and analytical Operations Manager to drive efficiency, customer satisfaction, and business growth. This role is perfect for a data-driven leader with strong team management skills and a passion for process improvement.

Key Responsibilities

Operational Leadership

• Coordinate daily activities across the Training, Customer Care, and Collections departments
• Create and implement operational strategies in line with business goals
• Set, monitor, and evaluate key performance indicators (KPIs)
• Lead continuous improvement projects across all departments

Team Management

• Supervise, mentor, and support team leaders
• Promote a collaborative and accountable work culture
• Conduct performance reviews and improvement planning
• Manage team resources and scheduling

Analytics & Reporting

• Build and maintain dashboards to track key metrics
• Analyze customer data to find patterns and opportunities
• Report on team and process performance to senior leadership
• Use data to inform operational decisions

Process Optimization

• Review and improve the customer journey from onboarding to collections
• Standardize workflows to ensure consistency and quality
• Identify opportunities for automation
• Document procedures and maintain standard operating procedures (SOPs)

Customer Success

• Oversee a smooth onboarding process for new customers
• Track and improve customer satisfaction
• Reduce churn by improving support processes
• Strengthen collections while preserving customer relationships