Experience
6+ years in Operations, Client Success Operations, Product Support, SaaS Operations, or Technical Support.
2+ years of people management experience preferred.
Education
Bachelor’s degree in business, Information Technology, Computer Science, Engineering, or related field preferred. Equivalent operational leadership experience may be considered.
Communication
Excellent written and verbal English communication skills.
Role Type
People management, operations leadership, process improvement, stakeholder management, and data-driven reporting.
Position Overview
The Operations Associate Manager is responsible for leading and developing a team of Operations Specialists while ensuring the efficient delivery of onboarding, configuration, account setup, platform administration, and client support activities. This role drives operational excellence through effective resource management, process improvement, quality assurance, and data-driven decision-making. The Operations Manager partners closely with Product, Engineering, and Business teams to enhance processes, prioritize client-driven improvements, and ensure a high level of client satisfaction. The ideal candidate is a strong people leader with excellent analytical, communication, and problem-solving skills, capable of managing multiple priorities in a fast-paced SaaS environment while fostering a culture of accountability, collaboration, and continuous improvement.
Key Responsibilities
Team Leadership
Lead, coach, and develop a team of Operations Specialists, fostering a high-performance and client-focused culture.
Manage workload distribution, resource allocation, and staffing to ensure operational efficiency and SLA adherence.
Oversee task management, platform configuration changes, user access administration, and operational requests to ensure timely and accurate completion.
Manage client requests related to onboarding, new hire setup, account modifications, and system access requirements.
Promote cross-training and knowledge-sharing initiatives to ensure adequate backup coverage and operational continuity.
Serve as the primary escalation point for operational, client-impacting, and team-related concerns.
Present regular updates to manager on team performance, operational risks, productivity trends, and strategic initiatives.
Analyze operational metrics to identify improvement opportunities and support data-driven decision-making.
Develop and maintain dashboards and reports to track productivity, quality, turnaround times, SLA performance, and client-impact metrics.
Ensure compliance with data governance, security, and operational standards.
Drive continuous improvement initiatives by identifying recurring issues, process gaps, and automation opportunities.
Partner with Product, Engineering, and Business teams to prioritize client-driven enhancements and product roadmap initiatives.
Conduct regular performance reviews, coaching sessions, and career development planning.
Operational Management
Oversee onboarding configuration, account setup, document configuration, platform administration, and operational support activities.
Establish, monitor, and report on key operational KPIs, SLAs, and quality metrics.
Drive quality assurance programs to improve accuracy, consistency, and client satisfaction.
Manage escalations and coordinate cross-functional teams to ensure prompt issue resolution.
Develop, maintain, and enhance SOPs, process documentation, training materials, and operational best practices.
Identify process improvement and automation opportunities that enhance scalability, efficiency, and service delivery.
Required Skills & Qualifications
Proven experience leading and developing operational teams in a SaaS, technology, HRIS, payroll, or business operations environment.
Strong people management, coaching, and leadership skills.
Excellent written, verbal, and interpersonal communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Experience managing operational workflows, service delivery, and client-facing processes.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong project management and organizational skills.
Experience collaborating across Product, Engineering, Support, and Business teams.
Data-driven mindset with experience leveraging metrics to improve operational performance.
Advanced Microsoft Excel skills, including complex formulas, data analysis, and reporting.
Advanced SQL expertise, including writing complex queries, joins, CTEs, subqueries, data validation scripts, and troubleshooting data-related issues.
Experience creating dashboards and operational reporting using business intelligence tools is highly preferred.
Strong understanding of process improvement methodologies and operational excellence principles.