Operations Manager, Marketing Solutions

Concentrix - Columbia, SC

Full-time - Manager

Columbia, SC

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 of the marketing operations team. This position is primarily focused on coaching and supervising a team of Team Leaders, fostering a culture of excellence and accountability. The Operations Manager will play a crucial role in building and maintaining strong client relationships, ensuring that service level agreements are met, and achieving financial goals that contribute to the overall success of the organization. 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. 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. This includes implementing corrective actions as necessary and analyzing client service level agreements to maintain compliance and implement improvement plans when needed. The Operations Manager will also assist in fostering client relationships, facilitating open communication, and monitoring client satisfaction to ensure that expectations are met. Additionally, 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 to support the development of direct reports, and a positive work environment will be created through employee engagement initiatives. The Operations Manager will also participate in cross-functional meetings to define action plans for continuous improvement and host regular business reviews to communicate objectives and address operational requirements.

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.