Operations Manager II

About the role

The Operations Manager II leads a team of Operations Managers and Team Leaders, ensuring client relationships are strong, service level agreements are met, and financial targets are achieved. This senior position focuses on driving profitability, staff development, and operational excellence.

Key responsibilities

• Maintain and grow program revenue, overseeing profitability, margins, billing, seat utilization and client retention.
• Develop and implement training, staff development, and employee recognition programs.
• Select, train, develop, and manage performance of direct reports and their teams.
• Ensure compliance with client contracts and service level agreements, implementing improvement plans as needed.
• Oversee client relationships, facilitate communication, monitor satisfaction, and partner with Business Development for new opportunities.
• Conduct regular one‑on‑ones, resolve employee relations issues, and promote a positive work environment.
• Participate in cross‑functional meetings with Training, HR, Quality, WFM, and TA to drive continuous improvement.
• Maintain strategic vendor relationships and stay current on industry trends.
• Host business reviews, produce operational reports, and coordinate weekly leadership meetings.

Required profile

• Associate’s degree (preferred) with more than ten years of relevant experience.
• Two to four years of progressive management experience.
• Proven ability to analyze and improve work processes.

Required skills