This position owns operational execution across multiple functions, manages complex customer escalations, optimizes productivity through data-driven decision making, and partners with cross-functional organizations to improve customer experience.

In addition, the Operations Manager II champions AI-enabled operations by identifying automation opportunities, integrating AI solutions into operational workflows, and building organizational capability through AI adoption and innovation initiatives.

PRIMARY RESPONSIBILITIES

Operational Leadership

• Ensure operational goals consistently meet or exceed SLAs, KPIs, CSAT, quality, productivity, and financial targets.
• Drive workforce planning, resource optimization, and operational efficiency across assigned business areas.
• Manage departmental performance, staffing strategies, succession planning, and employee engagement.

Performance Management

• Coach and develop Operations Assistant Managers and Team Leads.
• Conduct talent reviews, performance calibration, succession planning, and leadership development.
• Drive accountability through regular business reviews and operational scorecards.
• Foster a high-performance culture focused on customer success and continuous improvement.

Business & Operational Excellence

• Analyze operational trends using data to identify risks, bottlenecks, and improvement opportunities.
• Lead cross-functional initiatives that improve operational effectiveness, customer experience, and service delivery.
• Oversee operational readiness for new products, client implementations, and organizational changes.
• Drive Lean, Kaizen, Six Sigma, and continuous improvement initiatives.

Customer & Stakeholder Management

• Serve as the operational escalation point for high-impact customer issues.
• Build strong partnerships with Product, Engineering, Workforce Management, Training, Customer Experience, Technical Coaching, and other operational teams.
• Present operational performance, business insights, and improvement recommendations to senior leadership.

AI, Automation & Innovation

Drive adoption of AI-enabled support capabilities by:

• Developing and implementing AI-driven operational solutions including copilots, intelligent automation, and workflow optimization.
• Utilizing basic to intermediate coding/scripting (SQL, Python, automation tools) to improve operational efficiency.
• Designing and implementing agentic AI workflows to:
• Automate repetitive operational and support activities.
• Enhance knowledge retrieval and decision support.
• Improve manager and agent productivity.
• Generate operational insights through AI-assisted analytics.
• Partnering with Product, Engineering, Transformation, and IT teams to integrate AI capabilities into support operations.
• Implement and reinforce AI governance standards and best practices established by organization.
• Coach leaders on responsible AI usage, automation opportunities, and digital transformation initiatives.

Strategic Projects

• Lead complex cross-functional and business-unit operational initiatives.
• Manage multiple cross-functional projects with measurable business outcomes.
• Identify recurring operational issues and recommend scalable solutions.
• Support organizational transformation and change management initiatives.

QUALIFICATIONS 

Required:

Education:

Bachelor's Degree required

Preferred:

• Master's Degree
• Business Administration
• Information Technology
• Operations Management
• Industrial Engineering
• Lean Six Sigma certification preferred

Internal Candidates:

• Minimum 1 year as a successful Operations Manager (P11) or equivalent leadership role
• 5+ years of people leadership experience
• Experience leading multiple operational teams
• Proven success delivering operational KPIs
• Experience managing managers and/or multiple Team Leads
• Learn2Lead / Lead2Succeed Certification
• Coaching Certification
• Demonstrated success leading operational improvement initiatives
• Experience managing AI, automation, or digital transformation initiatives is preferred

External Candidates

• 7+ years in Customer Support, SaaS Operations, Technical Support, or Business Operations
• Minimum 5 years of people leadership experience
• Experience managing multiple leaders
• Strong background in operational excellence and customer operations
• Demonstrated experience leading organizational change

KNOWLEDGE/SKILLS/ABILITIES (List the concepts, capabilities developed through training, and innate traits and talents that a person brings to a task or situation)

Required:

Leadership

• Advanced coaching and leadership development
• Organizational planning and talent management
• Strategic decision making
• Performance management
• Executive communication
• Change leadership

Business Management

• Budget and resource planning
• Workforce optimization
• Operational analytics
• Risk assessment
• Continuous improvement methodologies
• Program and project management

Technical Skills

• Advanced Microsoft Office Suite
• Salesforce
• Smartsheet
• Zendesk
• Jira
• Power BI or equivalent reporting tools
• SQL (Intermediate)
• Python scripting (Basic to Intermediate)
• AI productivity platforms (e.g., Microsoft Copilot, ChatGPT Enterprise, AI workflow tools)
• Knowledge of automation platforms and low-code/no-code technologies
• Data analysis and operational reporting

AI & Digital Capabilities

• Ability to identify business processes suitable for AI automation
• Working knowledge of prompt engineering and AI-assisted workflow design
• Understanding of AI governance, responsible AI usage, and data privacy
• Experience evaluating AI solutions for operational efficiency
• Ability to lead AI adoption and change management initiatives

Soft Skills

• Executive presence
• Strong analytical thinking
• Customer-centric mindset
• High emotional intelligence
• Influencing without authority
• Cross-functional collaboration
• Excellent presentation and communication skills
• Strategic problem solving

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.