Operations Manager, Marketing Solutions

Concentrix - Salt Lake City, UT

Full-time - Manager

Salt Lake City, UT

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 overseeing a team of Team Leaders while ensuring the growth and profitability of the program. This position is responsible for maintaining and enhancing client relationships, meeting service level agreements, and achieving financial objectives. The Operations Manager will play a crucial role in coaching and supervising their team, fostering a positive work environment, and driving employee engagement. In this role, the Operations Manager will be tasked with revenue growth by effectively managing program revenue, margins, billing, and retention strategies. They will ensure that the program has robust training and development initiatives in place, promoting staff proficiency and effective employee relations. The Operations Manager will also be responsible for selecting, training, and managing the performance of direct reports, 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 application of company policies and standards. They will analyze and maintain all client service level agreements, implementing improvement plans as necessary to enhance client satisfaction. Additionally, the Operations Manager will collaborate with the Client Success Team to leverage and expand new business opportunities, conduct regular performance reviews, and create a positive work environment through employee engagement initiatives. Cross-functional collaboration is also essential, as the Operations Manager will participate in 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 (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.