Operations Manager

Milestone Technologies is looking for a passionate, self-motivated Operations Manager who brings a wealth of people management, knowledge and expertise. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Business Process Services Team.

This is 100% onsite role in various client offices across Hollywood and Burbank.

Plan, develop, and evaluate client program including developing and managing day-to-day

Build and foster strong client partnerships
Maintain and report on budget status, in addition to other financial measures defined for the customer engagement

Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
Collaborate with Milestone Technologies Human Resources on all personnel issues or questions
Maintain documentation and process specific to the customer engagement
Develop a strategic perspective of the service based on multiple levels of detailed operations information
Supervise staff and oversee work
Maintain agreed upon service level agreements
Provide Milestone Technologies and the client with any updated program changes
Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures

Quarterly business reviews with the client
Provide counseling of staff

Ensure that performance evaluations of all staff are completed according to the Personnel Manual
Determine the need for travel and training of all employees
Manage the merit performance process

Build alignment across operations locations
Ensure staff training takes place and compliance can be reported

Serve as a back-up to the team in day-to-day operations for absences and other coverage needs

HS Diploma or GED 4+ years Leadership Experience
Previous experience working within a customer facing environment
Knowledge of SLA achievement and methodology

Development and implementation of technical training programs

Ability to drive tool and process improvement through innovation
Leadership and core business/interpersonal skills

Successful project management experience
Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
Excellent problem solving, communication, and organizational skills
Preferred Bachelor's degree in Business, Communications or related field of study

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