Operations Manager, Marketing Solutions

Concentrix - Austin, TX

Full-time - Manager

Austin, TX

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Operations Manager for Marketing Solutions at Concentrix is a pivotal role that focuses on leading a team of Team Leaders to ensure the successful execution of client programs. This position is centered around building and maintaining strong client relationships, meeting service level agreements, and achieving financial goals. The Operations Manager will be responsible for overseeing revenue growth by maintaining and expanding program revenue while ensuring profitability through effective management of revenue, margins, billing, and retention. In addition to revenue management, the Operations Manager will play a crucial role in training and development, ensuring that the program has proficient training and staff development initiatives in place. This includes implementing effective employee relations and recognition programs to foster a positive work environment. The role also involves team management, where the Operations Manager will select, train, develop, and manage the performance of direct reports and their teams, ensuring that work is planned and assigned in accordance with organizational policies and legal requirements. Leadership is a key component of this role, as the Operations Manager will provide guidance to direct reports, ensuring consistent administration of company policies and standards. The position requires analyzing and maintaining all client service level agreements and implementing improvement plans as necessary to enhance client satisfaction. Compliance with active contracts is also a critical responsibility, along with assisting in client relationships by facilitating open communication and understanding client perspectives and expectations. The Operations Manager will partner with the Client Success Team to leverage and expand new business opportunities from clients. Regular performance reviews will be conducted with direct reports to assess individual and team performance, providing ongoing developmental support. Employee engagement is essential, and the Operations Manager will work to create a positive work environment while resolving employee relation issues in a professional and timely manner. Additionally, participation in cross-functional meetings to review operational support functions and define action plans for continuous improvement is expected. The role also includes hosting regular business reviews to communicate overall objectives and ensure that customer, operational, and capacity requirements are met.

Responsibilities

• Maintain and grow program revenue; ensure profitability through effective management of revenue, margins, billing, and retention.
• Ensure the program has proficient training, staff development, and effective employee relations/recognition programs.
• Select, train, develop, and manage the performance of direct reports and their teams; plan and assign work in accordance with organizational policies and legal requirements.
• Provide leadership to direct reports, ensuring consistent administration of company policies and standards; implement corrective actions as needed.
• Analyze and maintain all client service level agreements; implement improvement plans as necessary.
• Ensure operations comply with active contracts.
• Assist in client relationships, facilitate open communication, understand client perspectives/expectations, and monitor client satisfaction.
• Partner with Client Success Team to leverage and expand new business from clients.
• Conduct regular one-on-ones with direct reports to review individual and team performance and provide ongoing developmental support.
• Create a positive work environment through employee engagement; resolve employee relation issues professionally and timely.
• Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and define action plans for continuous improvement.
• Host regular business reviews, communicate overall objectives within common reports (service and operational efficiency reports), and ensure customer, operational, and capacity requirements are addressed.

Requirements

• Associate's Degree preferred.
• Over 5 years of experience, with two to four years of progressive management experience preferred.
• Ability to analyze and improve work processes; establish a course of action for self and others to achieve specific goals.
• Ability to coach and develop action plans to maximize performance and provide effective feedback.
• Ability to implement change and adapt to changing business needs.
• Ability to work well under pressure and follow through on tasks while maintaining a professional demeanor.
• Excellent communication skills, both written and verbal; ability to present information effectively to internal and external associates.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.
• Ability to mentor, coach, and provide direction to a team.
• Initiative and ownership with a focus on continuous improvement.
• Customer service orientation and professionalism for self and team.