Enterprise Operations Manager

Epiq Global Business Transformation Solutions - New York, NY

Full-time - Mid Level

New York, NY

About the position

The Enterprise Operations Manager is responsible for overseeing the operational and strategic management of client relationships, focusing on achieving and exceeding client expectations. This role involves managing multiple locations and personnel, ensuring quality service delivery, and maintaining account profitability. The position requires strong leadership skills to mentor Site Managers and on-site teams, as well as the ability to develop strategies for client satisfaction and operational efficiency.

Responsibilities

• Manage and oversee all assigned locations, personnel, and equipment for a client with multiple locations nationally.
• Oversee the Site Managers and potentially other employees at multiple site locations.
• Provide management direction to ensure accounts receive quality service while operating efficiently and profitably.
• Develop strategies to achieve 100% client satisfaction.
• Engage Epiq resources to support proactive solutions and industry trends with clients.
• Travel to all client locations to monitor account performance, both scheduled and unscheduled.
• Compile monthly reports, including accurate billing submittal and invoice processing.
• Conduct monthly meetings/touch points with clients in all offices.
• Perform annual end-user surveys and semi-annual client surveys.
• Prepare, present, and review Strategic Business Reviews.
• Lead recruiting, developing, and training initiatives to optimize account performance.
• Develop account strategies in accordance with overall strategy and business plans.
• Proactively provide solutions to client contacts.
• Respond to client concerns and host recurring Site Manager meetings to train and inform the on-site management team.
• Develop positive relationships with client key contacts in each local office.

Requirements

• Bachelor's degree required or relevant management experience.
• Experience managing multi-site and multi-client operations.
• Minimum 5 years experience in the business process outsourcing industry.
• Minimum 2 years management experience with heavy profit and loss responsibility.
• Minimum of 2 years professional level work experience in a production environment and/or a client-service oriented field.
• Working knowledge of PC applications including Microsoft Office software.
• Knowledge of copy machines and utilization of typical office services equipment and technology.

Benefits

• Annual bonus eligibility
• Comprehensive health benefits
• 401(k) retirement plan
• Paid time off
• Professional development opportunities