Operations Manager (Customer Service)

About the Role

The Operations Manager plays a mission-critical role in Company’s growth and execution. This position is responsible for building, owning, and scaling all operations processes end-to-end. The goal of this role is to create a system so strong and well-documented that the business continues to run smoothly even in the manager’s absence.

This is a hands-on leadership role, not a reporting-only or coordination position. The ideal candidate is a builder, operator, and people leader who thrives in fast-paced environments, loves structure, and obsesses over data, KPIs, and execution quality.

This role acts as the single point of accountability between proposal design, call center, and operations teams, ensuring zero confusion, zero leakage, and consistent performance.

Key Responsibilities

Process Ownership & System Building

● Design, implement, document, and continuously improve all operations workflows.

● Build clear SOPs for every function, including calls, proposals, handoffs, escalations, QA, and reporting.

● Ensure processes are scalable, repeatable, and enforced consistently across teams.

Operations Alignment

● Own cross-functional handoff processes and eliminate delays, miscommunication, and errors.

● Act as the bridge between call center teams, proposal designers, and operations.

● Ensure teams provide complete, accurate information before work moves forward.

KPI, Analytics & Reporting

● Define, track, and manage all operations KPIs.

● Build and maintain dashboards for daily, weekly, and monthly performance tracking.

● Run weekly performance reviews and enforce accountability across teams.

● Identify bottlenecks, trends, and performance gaps using data and take corrective action.

Call Center, QA & Compliance Oversight

● Own call workflows, recordings, QA processes, and feedback loops.

● Monitor call quality, scripts, adherence, and coaching effectiveness.

● Ensure teams meet US customer communication standards and compliance expectations.

Proposal, Design & Execution Oversight

● Oversee proposal design workflows to ensure speed, accuracy, and quality.

● Ensure proposal designers follow SOPs, meet turnaround times, and maintain technical accuracy.

● Review errors, rework trends, and root causes to reduce repeat issues.

People Management & Leadership

● Hire, train, coach, and performance-manage operations, proposal, and support teams.

● Set clear expectations, goals, and accountability standards.

● Address underperformance quickly and professionally.

● Build a culture of ownership, urgency, and continuous improvement.

Tools, CRM & Tech Stack Ownership

● Own CRM, dialer, proposal platforms, and reporting tools.

● Ensure clean data, correct permissions, structured workflows, and adoption across teams.

● Work with leadership to evaluate and implement new tools when needed.

Escalation & Issue Resolution

● Proactively identify operational risks and resolve issues before leadership involvement.

● Handle escalations related to proposals, customer communication, or internal breakdowns.

● Ensure smooth daily operations with minimal dependency on founders or senior leadership.

Requirements

Experience

● 5+ years of experience in Business Operations or Operations Management.

● Proven experience working with US customers or US-based teams.

● Experience managing call centers, proposal teams, or operational support functions.

● Prior experience building processes from scratch is highly preferred.

Skills & Capabilities

● Strong analytical and KPI management skills.

● Excellent English communication (written and verbal) for US-facing interactions.

● High attention to detail with zero tolerance for sloppy execution.

● Strong project management and prioritization skills.

● Comfortable working US shifts or overlapping US business hours.

Leadership & Mindset

● Builder mindset — enjoys creating systems, not just maintaining them.

● Highly organized, disciplined, and execution-focused.

● Comfortable enforcing standards and holding people accountable.

● Proactive problem-solver who takes ownership without waiting for instructions.

● Thrives in a fast-paced, high-growth environment.

Requirements