Analysis Skills, Artificial Intelligence (AI), Business Administration, Business Analysis, Call Centers, Communication Skills, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Electronics, Improvement Metrics, Leadership, Lean Manufacturing, Lean Six Sigma, Mobile Devices, Operational Strategy, Operations Management, Operations Processes, Performance Metrics, Problem Solving Skills, Process Development, Process Improvement, Strategic Planning, Team Lead/Manager, Training Program, Training/Teaching, Vendor/Supplier Management
Job Description:
Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances, located in Plano, TX.
Operations Manager
Top Skills:
- Process improvement
- Vendor management
- Business analysis
Summary:
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.
This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.
Responsibilities:
- Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
- Leverage NPS results, Medallia survey data, and KPI results to provide actionable insights and drive process improvements
- Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
- Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
- Case-manage customer escalations
- Act as the main point of contact for Call Center BPO and Third-Party Administrator
- Lead training and development programs to enhance team capabilities in customer experience and process improvement
Requirements:
- Bachelor's degree in Business Administration, Operations Management, or a related field
- 5 years of experience in operations management or a related role
- Proven track record of improving customer experience and operational processes
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and leadership skills
Preferred Qualifications:
- Experience in the mobile device protection industry
- Familiarity with process improvement methodologies such as Lean or Six Sigma
- Experience managing cross-functional teams in a fast-paced environment
Staffmark talent working with this client receive competitive compensation and a great benefits package, including medical, dental, vision, 401K, paid time off, and more!
About Us
At Staffmark, we connect hardworking people with great companies, creating opportunities that make a lasting impact.
Staffmark is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Staffmark offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Staffmark is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at https://smgroupna.com/privacy-notice-for-candidates-and-employees-contractors. By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help.
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Staffmark Group Llc
We recognize that you have choices when it comes to staffing companies. What makes Staffmark different? We think it's our focus on two things: people and results. This focus has allowed Staffmark to create one of the top customer satisfaction programs in the staffing industry. Staffmark has earned Inavero’s Best of Staffing® Client Diamond Award after winning the Best of Staffing Client Award for the last seven years! Presented in partnership with CareerBuilder, Inavero’s Best of Staffing Client Diamond winners have proven to be industry leaders in service quality based completely on the ratings given to them by their clients. We are focused on matching jobs with people and people with jobs, so If you're looking for a job, we're looking for exceptional people, and we invite you to join us. If you're looking for exceptional talent, we invite you to put our team to work for you! Come see what it's like to work with a leader in the staffing industry.
2,500 to 4,999 employees
Staffing/Employment Agencies
http://www.staffmark.com/home/