PROJECT/OPERATIONS MANAGER (AI Large Language Models (LLMs))

Leading end-to-end small to medium project deployment in collaboration with the Total Quality Management (TQM) teams and all stakeholders.

Supporting total customer satisfaction.

Supporting all strategies, processes and initiatives of TQM teams and promote collaboration of all Operations leaders as needed and in improving Client's community and support experience. Playing an active role in improving policies, products, process and support system processes by providing insights and offering suggestions including feedbacks from the teams.

Identifying potential risks or issues with project implementations, and proactively drive communications with internal and external stakeholders.

Translating business requirements into operations plans.

Crafting and implementing tracking, monitoring and reporting methodologies of all SLAs required per SOW. Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members and defining resolution and operations strategies to achieve all SLAs.

Assessing and prioritizing the top-operations issues affecting the team.

Collaborating with all support teams, implement project and process kick-offs, monitor and report project/process/initiative status, initiate resolution discussions for any challenges. Manage, monitor and communicate change delivery items as needed.

Overseeing new hire deployment status to client platforms and knowledge of SLAs. Coordinating mutual goals with TQM teams.

Initiating productivity, process, security and facilities improvement plans. Partnering with TQM teams to ensure alignment.

Coaching and mentoring all leaders within your span including how they should drill down on the same people management strategies to agents.

Bolstering the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation.

Supporting management on business and expansion strategies, revenue and profitability goals, and overall financial improvement plans.