Operations Manager

Confidential Company  Amman - Jordan  Date Posted: 2021/11/22   Login to Apply

Responsibilities

  • Leading and managing 3-4 direct reports and 300+indirect reports.
  • Diving into data to identify the root of a problem and solving it (no matter how large or small the scale).
  • Managing workflow, escalations and effectively delegating across your leadership team.
  • Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment.
  • Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent.
  • Being prepared to jump on a call and present to senior leadership at a moment’s notice.
  • Experience interviewing and selecting people who will maintain a high performance bar in our company.
  • As a leader of leaders understands how to nurture and develop leadership skills.
  • Strong listening skills.
  • Positive communicator who understands when necessary how to have tough conversations.
  • Knows and communicates the company mission, vision and strategy.
  • Ability to confidently facilitate team discussions and communicate business messages.
  • Maintains a high level of professionalism and approach-ability.
  • Understands and owns the controllable elements of service level delivery
  • Ability to use data and insights to prepare metric reviews
  • Creates operational plans to support peak ramp up and down as well as readiness for business launches.
  • Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes.
  • Builds plans to test and experiment new approaches to service delivery
  • Continuous Improvement.
  • Leads and participates in Kaizen events to improve the customer and associate experience.
  • Uses data to identify areas of ongoing improvement in how service is delivered.

 

 

Basic Qualifications

  • Bachelor’s degree from an accredited university.
  • 5+ years people management experience.
  • Project management experience.
  • Experience managing large teams of 300+ reports including leadership roles.
  • Fluent English (Conversation and Writing).
  • Uses data to identify areas of ongoing improvement in how service is delivered.
  • Ensure processes are in place for continuous improvement and foster innovation on your teams and on a virtual basis.
  • Acts as the operational representative for business teams to understand voice of the customer.

 

Preferred Qualifications

  • Master’s degree or MBA.
  • Lean/Six Sigma experience.
  • Experience in contact center, retail, or e-commerce operations.
  • Strong communication and presentation skills.
  • Absolute passion for ensuring a great customer experience.
  • Ability to work in an ambiguous, fast paced environment.
  • Data analysis and analysis experience.
  • Ability to communicate in multiple languages is highly preferred.
Required Skills
  • Customer Service
  • Reporting
  • Project Management
  • Operational Management
Job Details
  • Location Amman - Jordan
  • Industry Other
  • Job Type Full-Time
  • Degree Bachelor
  • Experience 7 - 10
  • Nationality Unspecified
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