Operations Manager

$70,000 - $80,000/Yr

Milestone Technologies - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Operations Manager at Milestone Technologies is responsible for overseeing client programs, enhancing customer experience, and managing operational metrics. This role requires strong leadership, analytical skills, and a focus on continuous improvement to support the company's growth and client satisfaction. The ideal candidate will have a background in IT service delivery and logistics management, with a passion for creating a world-class service experience.

Responsibilities

• Plan, develop, and evaluate client program
• Define key operational metrics and develop reporting infrastructure
• Present operational metrics weekly to IT Leadership
• Maintain and report on budget status and other financial measures
• Collaborate with Human Resources on personnel issues
• Maintain documentation and processes specific to customer engagement
• Foster a positive team-based environment by coaching and communicating corporate vision
• Supervise staff and oversee work organized by team leaders
• Maintain agreed upon service level agreements
• Ensure all documentation is up-to-date and all program participants are trained
• Review change order requests and lead Quarterly business reviews with the client
• Provide counseling of staff and ensure performance evaluations are completed
• Determine the need for travel and training of employees
• Manage the merit performance process and ensure staff training compliance

Requirements

• High School Diploma or GED
• 4+ years Leadership Experience with IT Service Delivery & Logistics Management
• Previous experience in a technical environment
• Knowledge of SLA achievement and methodology
• Development and implementation of technical training programs
• Ability to drive tool and process improvement through innovation
• Successful project management experience
• Ability to establish relationships with Business Teams
• Familiarity with common metrics used in the IT industry
• Excellent problem solving, communication, and organizational skills
• Experience leading programs within an IT Operations environment
• Bachelor's degree in Business, Communications, IT or related field

Benefits

• Competitive salary
• Diversity and inclusion initiatives
• Equal employment opportunity
• Reasonable accommodations for disabled applicants