Assistant Operations Manager

Job Title: Operations Assistant Manager

Job Summary

The Operations Assistant Manager is responsible for overseeing daily team operations, ensuring effective coordination among Specialists and Supervisors, and acting as a single point of contact for complex or escalated matters. This role supports operational excellence by analyzing performance metrics, driving continuous improvement initiatives, and assisting in the execution of account-wide strategies.

Key Responsibilities

• Supervise and coordinate a team of Specialists and Supervisors, ensuring alignment with operational goals
• Serve as the primary point of contact for complex operational concerns and escalations
• Oversee day-to-day operations and ensure smooth implementation of short- to medium-term team activities
• Provide input in the development and improvement of policies, processes, and operational standards
• Manage the full employee lifecycle, including onboarding, performance management, coaching, and development
• Analyze KPIs to identify trends, gaps, and performance issues
• Conduct Root Cause Analysis (RCA) and develop actionable plans to drive performance improvement
• Monitor and ensure execution of action plans and operational initiatives
• Support the Customer Care Manager (CCM) in implementing account-wide programs and initiatives
• Ensure adherence to company policies, quality standards, and service level agreements

Qualifications

• At least 2 years of experience as a Supervisor or Assistant Customer Care Manager (ACCM)
• Strong background in performance management and TOPS
• Proven experience in program planning and execution
• Excellent analytical and critical thinking skills with strong attention to detail
• Strong planning, prioritization, and organizational skills
• Effective decision-making and problem-solving abilities
• Strong leadership and team management skills
• Excellent communication and stakeholder management skills

Preferred Skills

• Experience handling cross-functional teams
• Ability to manage multiple priorities in a fast-paced environment
• Data-driven mindset with a focus on continuous improvement