Operations Manager

Role Purpose

• Own end-to-end service execution, ensuring assignments are delivered on time, at scale, and without chaos.

Key Responsibilities

• Own workflow and assignment lifecycle
• Capacity planning (assistants vs load)
• Manage Operations Directors performance
• Coordinate with QA (without overriding quality)
• Escalate risks early
• Handle escalations from Subject directors.
• Produce weekly Operations reports
• Handle Subjects without subject directors
• Performance Management For employees

Technical Competencies

• Workflow management
• Operational planning
• Resource allocation
• Process optimization
• Performance monitoring

Behavioral Competencies

• Structured thinking
• Problem solving
• Calm under pressure
• Accountability enforcement
• Decision discipline

Leadership Competencies

• Team coordination
• Cross-department communication
• Escalation management
• Performance management
• Operational coaching