Operations Manager

Reports to: VP of Customer Success

Department: Operations

Location: Remote

FLSA Status: Exempt

SUMMARY

The Operations Manager for 360 Direct Access is a strategic and hands-on leader responsible for the day-to-day operations of the customer experience (CX) team. This role ensures operational excellence by overseeing contracts and related SLAs, reporting, compliance, platform integration, and staff management to deliver consistent, high-quality service. Acting as both a coach and strategist, the Operations Manager drives efficiency, streamlines processes, and prepares the organization for growth. Working closely with the C-Suite, this leader identifies systems and applications to ensure effective operations, designs and implements scalable systems, builds positive team culture that reduces turnover, and ensures 360 Direct Access is positioned for long-term success.

ESSENTIAL FUNCTIONS

• Familiarizing yourself with all contracts, expectations and obligations and implementing activities to remain in compliance.
• Oversee daily operations of the 360 Direct Access customer experience team, ensuring SLAs are consistently met or exceeded.
• Lead and mentor team leaders and supervisors to maximize performance, efficiency, and staff engagement.
• Manage staffing needs, including recruiting, hiring, training, scheduling, and resource allocation to support growth and maintain service quality.
• Develop, monitor, and present operational reports and dashboards to track performance and identify opportunities for improvement, and oversee quality assurance programs.
• Ensure platforms, tools, and systems are fully integrated, optimized, and communicating effectively across the business.
• Ensure compliance with industry standards, regulations, and company policies by regularly reviewing existing policies, recommending updates, and driving improvements to strengthen operational and security practices.
• Partner with the C-Suite to design and execute strategies for operational scalability, efficiency, and continuous improvement.
• Implement initiatives to enhance employee satisfaction, reduce turnover, and foster a winning culture.
• Collaborate with cross-functional teams (Business Development, Marketing, IT, Finance) to align operations with company-wide objectives.
• Stay current on best practices in CX operations, workforce management, and process improvement.
• Other duties as assigned.
  

KNOWLEDGE, SKILLS, AND ABILITIES

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Strong leadership and people-management skills, with experience directing team members, including supervisors and team leaders in a fast-paced environment.
• Proven ability to manage operational KPIs, SLAs, and reporting frameworks.
• Expertise in workflow design, process improvement, and systems integration.
• Strong understanding of CX platforms, CRMs (HubSpot or Salesforce), and workforce management tools.
• Analytical mindset with the ability to turn data into actionable insights.
• Exceptional communication and interpersonal skills, able to collaborate across all levels of the organization.
• Ability to manage change, scale operations, and prepare for rapid growth.
• High emotional intelligence, with a focus on building a positive team culture and retaining talent.
  

QUALIFICATIONS

• Bachelor’s degree in Business Management, Operations, or a related field; or equivalent professional experience.
• Minimum of five years of progressive leadership experience in operations or contact center/customer experience management.
• Demonstrated proficiency with HubSpot or Salesforce CRM.
• Experience in workforce management, reporting, and compliance processes.
• Proficiency in American Sign Language (ASL) preferred.
  

WORK ENVIRONMENT

This is a remote leadership role requiring strong collaboration with internal teams and external stakeholders. The position involves extensive virtual communication (phone, videophone, text, or video conferencing). Occasional lifting of up to 20 pounds may be required. Travel up to 25% may be necessary for team meetings, conferences, and leadership events.