RevOps Second Line Manager

Equifax - San Jose, CA

Full-time - Mid Level

San Jose, CA

Credit Intermediation and Related Activities

About the position

The Second Line Manager will lead the RevOps team, focusing on operational efficiency, service quality, and team development. This role combines hands-on operational management with strategic leadership, ensuring alignment across various functions responsible for revenue generation, including Marketing, Sales, and Post-Sales Support.

Responsibilities

• Monitor and address Quality Assurance (QA) alerts to maintain high service standards.
• Participate in daily stand-up meetings to track project progress and collaborate effectively.
• Conduct coaching sessions to enhance team skills and performance.
• Lead sprint execution, backlog grooming, and sprint planning activities to ensure agile project delivery.
• Collaborate with HR, QA, and training teams to drive continuous improvement and employee development.
• Conduct 1-on-1 meetings with team members to provide personalized support and guidance.
• Attend management meetings and performance reviews to align with organizational goals.
• Analyze operational metrics and KPIs to identify areas for improvement and track progress.
• Conduct performance evaluations and provide constructive feedback to team members.
• Contribute to financial forecasting and resource allocation.
• Organize team-building activities and foster a positive and engaging work environment.
• Participate in sprint retrospectives to identify lessons learned and drive continuous improvement.
• Facilitate 'Skip Level' meetings and focus groups to gather diverse perspectives and feedback.
• Participate in Town Hall meetings to communicate updates and engage with the wider organization.
• Contribute to Business Continuity Planning (BCP) reviews to ensure operational resilience.
• Engage in one-on-one sessions with stakeholders and the Operations Director to foster strong relationships and strategic alignment.

Requirements

• 10 years of experience in GBS/Shared Services/BPO operations at multinational companies.
• 4 years of experience as People Manager.
• 4 years of experience across the B2B customer lifecycle, including Marketing, Sales, Contract Management, Onboarding, SaaS Solutions Fulfillment, Billing, Collections, Cash Application, Customer Success, Post-Sales Services, and/or Renewals.
• Studies in Computer Science, Engineering, Business, or a related field.
• English B2+ proficiency.

Nice-to-haves

• B.S. or B.A. degree in Computer Science, Engineering, Business, or a related field.
• UiPath Studio X Certificate.
• Scrum Foundation Professional Certificate - SFPC.
• French B2+ proficiency.