PartnerHero is hiring a
Sr. Operations Manager

Summary

The job is for a Sr. Operations Manager at PartnerHero, a company that connects talented people with innovative companies. The role involves managing large teams, overseeing Trust & Safety programs, acting as a strategic advisor to partners, and providing mentorship to frontline team leadership. The position requires strong content moderation, trust & safety, compliance experience, 3+ years as a CX Operations Manager/Program Manager for multiple accounts in the BPO industry, and 2+ years of managing teams with up to 100+ associates.

Requirements

• Strong content moderation, trust & safety, compliance, or equivalent experience
• Experience in a high-stress operational group that is dependent on escalation priority and issue triage
• Heavy reliability in people skills and proficiency in problem-solving
• 3+ years as a CX Operations Manager/Program Manager for multiple accounts in the BPO industry
• 2+ years successfully managing teams with up to 100+ associates and mentoring 10+ frontline team Operations Managers, Team Managers, and/or Team Leads in the BPO industry
• Experience overseeing seasonal hiring, staffing, training, and quality control programs
• Proven ability to develop master schedules and shifts in accordance with service-level agreements
• Experience with Gsuite applications
• Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program

Responsibilities

• Oversee Trust & Safety, Content Moderation, and Child Safety programs
• Act as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities
• Identify and evaluate partner key performance indicators and coach frontline leadership with the actionable behaviors necessary to meet the partner’s objectives
• Define team performance and ensure quantitative and qualitative objectives are met, per their contract
• Oversee program operations, including hiring, onboarding, training, quality assurance, tool optimization, and team building
• Deliver upon the expected program-level financial results
• Identify program issues and risks, and develop mitigation initiatives to reduce the potential impact
• Participate in regular program Quarterly Business Reviews with the partner’s executive leadership team
• Manage and mentor staff

Benefits

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Access to free posture-based fitness workouts from home
• Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development