Operations Manager

$80,000 - $95,000/Yr

Pop-up Talent - Fullerton, CA

Full-time - Mid Level

Hybrid - Fullerton, CA

About the position

The Operations Manager will oversee and enhance the efficiency of IT outsourcing services, including Managed Service Provider (MSP), Managed Security Service Provider (MSSP), Platform as a Service (PaaS), and Field Service operations. This role requires a strategic mindset and proven leadership skills to ensure continuous improvement and client satisfaction.

Responsibilities

• Oversee day-to-day operations to ensure seamless delivery of IT services, including MSP, MSSP, PaaS, and Field Services.
• Maintain constant communication with managers, staff, and vendors to ensure operational efficiency.
• Develop, implement, and maintain quality assurance protocols.
• Monitor key performance indicators (KPIs) and ensure compliance with service level agreements (SLAs).
• Formulate and execute strategic and operational objectives.
• Drive process improvements to enhance service delivery and operational efficiency.
• Lead, motivate, and support a large, diverse team within a time-sensitive and demanding environment.
• Develop career plans for direct reports and resolve operational issues.
• Ensure high levels of client satisfaction by managing relationships and service delivery.
• Address and resolve client issues promptly.
• Oversee budgeting, forecasting, and financial reporting.
• Ensure cost-effective operations while maintaining high service standards.
• Ensure all operations comply with industry standards and regulatory requirements.
• Develop risk management strategies to mitigate potential operational risks.

Requirements

• Minimum of 5 years of experience in operations management within the IT outsourcing industry, focusing on MSP, MSSP, PaaS, or Field Service environments.
• Bachelor's degree in Business Administration, Operations Management, IT, or a related field.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in budget development and financial management.
• In-depth understanding of IT service management and delivery.
• Familiarity with management software (e.g., NetSuite, QuickBooks) and IT systems.

Nice-to-haves

• Proven track record of improving operational efficiency and client satisfaction.
• Experience with project management and strategic planning.
• Strong communication skills, with the ability to interact effectively with clients, vendors, and staff at all levels.
• Ability to handle multiple priorities and work under pressure.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health and wellness benefits
• Opportunities for professional development and career advancement
• Dynamic and collaborative work environment