Operations Manager, Marketing Solutions

Concentrix - Columbus, OH

Full-time - Manager

Columbus, OH

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 encompasses a variety of responsibilities aimed at ensuring the success and efficiency of the operations team. This position is primarily focused on coaching and supervising a team of Team Leaders, fostering a culture of performance excellence, and maintaining strong client relationships. The Operations Manager will be instrumental in meeting service level agreements and achieving financial goals, which are critical to the overall success of the program. In this role, the Operations Manager will be responsible for driving revenue growth by maintaining and expanding program revenue while ensuring profitability through effective management of revenue, margins, billing, and retention strategies. The position also emphasizes the importance of training and development, ensuring that the program has proficient training, staff development, and effective employee relations and recognition programs in place. The Operations Manager will lead a team by selecting, training, developing, and managing the performance of direct reports and their teams. This includes planning and assigning work in accordance with organizational policies and legal requirements. Leadership and guidance are key components of this role, as the Operations Manager will provide direction to direct reports, ensuring consistent administration of company policies and standards, and implementing corrective actions as necessary. Additionally, the Operations Manager will analyze and maintain all client service level agreements, implementing improvement plans as necessary to enhance client satisfaction. Building and maintaining client relationships is crucial, as the Operations Manager will facilitate open communication, understand client perspectives and expectations, and monitor client satisfaction levels. The role also involves partnering with the Client Success Team to leverage and expand new business opportunities from existing clients. Regular performance reviews will be conducted to assess individual and team performance, providing ongoing developmental support to team members. The Operations Manager will create a positive work environment through employee engagement and will resolve employee relation issues in a professional and timely manner. Participation in cross-functional meetings to review operational support functions and define action plans for continuous improvement is also expected. Finally, hosting regular business reviews to communicate overall objectives and ensure that customer, operational, and capacity requirements are addressed is a key responsibility of this role.

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 and define action plans for continuous improvement.
• Host regular business reviews, communicate overall objectives within common 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.