Operations Manager, Marketing Solutions

Concentrix - Topeka, KS

Full-time - Manager

Topeka, KS

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 involves overseeing a team of Team Leaders while ensuring the growth and profitability of the program. This position is centered around building and maintaining strong client relationships, meeting service level agreements, and achieving financial objectives. The Operations Manager will be responsible for coaching and supervising their team, ensuring that they are well-trained and equipped to meet the demands of the role. This includes implementing effective training and development programs, as well as employee recognition initiatives to foster a positive work environment. In this role, the Operations Manager will focus on revenue growth by maintaining and expanding program revenue, ensuring profitability through effective management of revenue, margins, billing, and retention. They will also be tasked with analyzing and maintaining all client service level agreements, implementing improvement plans as necessary to enhance client satisfaction. The Operations Manager will work closely with the Client Success Team to leverage and expand new business opportunities, ensuring that client expectations are met and exceeded. 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. Regular performance reviews and one-on-one meetings will be conducted to support the development of team members and to address any performance issues. The Operations Manager will also participate in cross-functional meetings to collaborate with various operational support functions, defining action plans for continuous improvement and hosting regular business reviews to communicate objectives and operational efficiency.

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.