Job Details

Overview

Join a leading technology company at the forefront of innovation, where your work will directly improve the efficiency and effectiveness of critical operations that power global services. In this role, you will design, optimize, and scale operational processes that drive meaningful improvements in customer experience and business performance.

This is an opportunity for a proactive, results-driven operator who thrives in complex environments and is passionate about operational excellence. You will translate strategic objectives into actionable plans, lead high-impact initiatives, and ensure seamless execution across internal teams and external partners.

What You'll Do

• Design, launch, standardize, and optimize operational processes across internal and vendor teams
• Lead process efficiency initiatives, including re-engineering, automation, outsourcing, and vendor consolidation
• Analyze operational trends and performance data to identify improvement opportunities and implement efficiency scoring frameworks
• Ideate, launch, and scale innovative solutions that improve operational efficiency, customer experience, cost savings, and capacity planning
• Define, publish, and communicate operational metrics and KPIs
• Develop and maintain SOPs, process maps, workflow documentation, and training/certification programs
• Own and manage the end-to-end customer experience for programs, policies, and operations
• Execute complex, scaled operational projects from scoping through delivery
• Oversee operations with internal and external partners, ensuring compliance with legal, risk, financial, and privacy requirements
• Partner with quality teams and suppliers to meet SLAs and product requirements, including leading business reviews
• Continuously assess operational performance to optimize utilization, eliminate inefficiencies, and influence automation enhancements
• Share best practices, insights, and learnings to drive continuous improvement
• Manage supplier and internal team selection, onboarding, performance reviews, and progress tracking
• Provide expert guidance on process and product improvements to simplify workflows and scale operations
• Collaborate cross-functionally to implement process changes and workflow efficiency frameworks
• Resolve employee inquiries, exceptions, and escalations, including streamlining high-volume ticket types
• Engage stakeholders to clarify policies, processes, and escalation paths
• Build and maintain strong relationships with key stakeholders to support effective operations
• Lead and contribute to stakeholder meetings to define business objectives and deliver optimal operational strategies

Must-Have Qualifications

• Strong proficiency in data analysis, synthesis, and planning
• Deep understanding of operational Service Level Agreements (SLAs)
• Domain expertise in operations and business process management
• Experience with queue and ticket management systems
• Proven team leadership and people management experience
• Strong background in customer support operations
• Familiarity with automation tools and identifying automation opportunities
• Demonstrated project management experience
• Excellent stakeholder and partner relationship management skills
• Solid industry and business operations knowledge
• Experience managing clients, vendors, or external partners
• Strong consultative and problem-solving skills
• Expertise in process design and continuous improvement methodologies
• Effective negotiation skills and strong business acumen

About Aquent Talent

Aquent Talent connects top talent in marketing, creative, and design with the world's leading brands. Eligible talent receive access to competitive benefits, including subsidized health, vision, and dental plans, paid sick leave, and retirement plans with company match.

Aquent is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment where individuals of all backgrounds, experiences, and perspectives can grow and thrive.

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