Senior Operations Manager

The Senior Process Manager – Valpak will be responsible for leading end-to-end operations across multiple Valpak support functions, ensuring consistent delivery against client expectations, service levels, quality, productivity, staffing, and customer experience targets.

The role requires strong leadership, client management, workforce governance, and operational excellence experience, with hands-on knowledge of Salesforce and Zendesk environments. The Senior Process Manager will oversee day-to-day operations, drive performance improvement, manage staffing and attendance risks, lead escalations, and ensure stable coverage across a 7-day operating environment.

Key Responsibilities

Area

Responsibilities

• Operations Management

Lead daily operations across Valpak programs and ensure achievement of SLA, productivity, quality, TTFC/TAT, backlog, and customer experience targets.

• Client Management

Serve as a primary operations point of contact for client stakeholders; provide timely updates on performance, staffing, risks, action plans, and operational concerns.

• Salesforce & Zendesk Operations

Manage teams operating within Salesforce and Zendesk environments, including case/ticket management, queue monitoring, aging, escalation management, and reporting.

• Workforce & Staffing

Ensure appropriate staffing, schedule coverage, buffer planning, cross-training, OT/RDOT utilization, and contingency coverage across 7-day operations.

• Attendance & Reliability

Drive attendance governance, monitor absenteeism trends, initiate corrective actions, and partner with HR and Recruitment on backfill and replacement plans.

• Performance Management

Review agent, APM, and manager performance through scorecards, dashboards, coaching plans, and performance improvement initiatives.

• SLA & Queue Governance

Monitor open cases, aging, backlog, response times, TTFC/TAT, and throughput; implement immediate recovery actions when metrics are at risk.

• Quality Management

Partner with Quality teams to identify defects, conduct RCA, establish corrective and preventive actions, and improve overall service quality.

• Escalation Management

Own operational escalations, conduct root cause analysis, communicate impact, and ensure closure of corrective actions within agreed timelines.

• Process Improvement

Identify opportunities for workflow simplification, automation, capacity improvement, productivity enhancement, and reduction of operational risk.

• Reporting & Governance

Lead daily tailgates, weekly business reviews, monthly reviews, attendance reviews, staffing updates, and executive performance reporting.

• People Leadership

Manage Operations Managers, Assistant Process Managers, SMEs, and frontline teams; strengthen leadership capability, accountability, engagement, and succession planning.

• Recruitment & Training

Partner with Talent Acquisition and Training teams to support hiring, candidate assessment, onboarding, nesting, readiness, and production deployment.

• Business Continuity

Ensure BCP readiness and proactive response to weather, infrastructure, staffing, system, or site-related disruptions.

Required Qualifications

• Bachelor's degree in business administration, Management, Operations, or a related field.
• 8+ years of BPO / shared services / customer operations experience, with significant leadership responsibility.
• Minimum 3–5 years in an Operations Manager, Senior Operations Manager, Senior Process Manager, or equivalent role.
• Strong hands-on experience with Salesforce and Zendesk.
• Experience managing customer service, case management, ticketing, back-office, or omnichannel support operations.
• Proven experience managing large teams and multiple workstreams/programs.
• Strong background in SLA management, workforce planning, performance management, quality, and client governance.
• Experience managing 24/7 or 7-day operations is highly preferred.
• Strong analytical capability with experience using operational dashboards, reports, and performance data.
• Excellent written and verbal communication skills.
• Strong stakeholder, escalation, and client relationship management skills.

Preferred Skills

• Salesforce Service Cloud experience
• Zendesk Support / Ticketing experience
• CRM and case management operations
• Workforce management and capacity planning
• Customer experience / customer support operations
• Root Cause Analysis and CAPA
• Lean / Six Sigma or process improvement exposure
• Advanced Excel and PowerPoint
• Dashboard and reporting experience
• Strong coaching and people development capability

Key Performance Indicators

The role will be measured against:

• SLA / TAT / TTFC achievement
• Productivity and throughput
• Quality and accuracy
• Customer satisfaction
• Backlog and aging management
• Attendance and schedule adherence
• Resource utilization
• Staffing and hiring fulfillment
• Attrition and retention
• Client satisfaction
• Escalation reduction
• Action plan closure
• Team engagement and leadership effectiveness