Operational Excellence Manager

TaskUs Inc; Kingston upon Thames; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading digital services provider is seeking an Operations Manager for their Emergency Response Team in Kingston upon Thames. This role involves ensuring operational excellence, overseeing incident responses, and coordinating with cross-functional teams to handle emergencies efficiently. Candidates should have a Bachelor's degree and at least 1 year of operations management experience, preferably in safety-critical environments. Benefits include private medical insurance, dental, life insurance, and a pension plan.

Benefits

Private Medical Insurance (PMI)

Dental insurance

Life insurance

Income protection

Pension plan

Qualifications

• 1+ years of operations management experience in high-stakes environments.
• Proven incident management track record.
• Experience with engineering and regulatory teams.

Responsibilities

• Lead the Emergency Response Team (ERT) to meet operational KPIs.
• Coordinate with safety and engineering teams for incident response.
• Monitor metrics to optimize emergency protocols.

Skills

Operational management

Crisis response leadership

Analytical skills

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Safety, or Operational Management

Job description

About TaskUs

TaskUs is a provider of outsourced digital services and next‑generation customer experience to fast‑growing technology companies. We support our clients across industries such as e‑commerce, gaming, streaming media, and fintech while embracing a People First culture that prioritizes employee well‑being, professional growth, and inclusion.

Operations Manager – Emergency Response Team

As an Operations Manager, your mission is to lead your team, drive operational excellence, and ensure that every incident and emergency response is handled with precision and care. Your work will directly impact the overall customer experience, keeping fleet, team, and operations safe, efficient, and ready to handle anything.

Responsibilities

• Ensure the Emergency Response Team (ERT) consistently meets operational KPIs, incident response times, and safety benchmarks.
• Create innovative processes and strategies that empower each team member to perform at their best in high‑pressure situations.
• Be visible and approachable—walk the floor, connect with your team, provide coaching, and make them feel valued.
• Identify each teammate's strengths and areas for growth, assigning tasks that challenge them while showcasing their talents.
• Manage, mentor, and develop team members to ensure long‑term growth and operational excellence.
• Coordinate with cross‑functional teams (Safety, Operations, Engineering) to handle incidents efficiently and safely.
• Develop, implement, and continuously improve emergency protocols, incident response playbooks, and readiness drills.
• Monitor and analyze metrics, using data to drive decisions, optimize workflows, and improve performance.
• Develop, maintain and improve Emergency Response Team procedures, incident command protocols, and escalation frameworks.
• Manage ERT staffing, deployment planning, and resource readiness including field units, support vehicles, and on‑call rotations.
• Coordinate responses to incidents involving autonomous vehicles (mechanical, software, environmental) and ensure proper escalation, root‑cause review, and mitigation.
• Partner with Safety, Operations, Legal, Communications, and Engineering teams to ensure incident handling aligns with regulatory, compliance, and company standards.
• Monitor and report on operational metrics (e.g., incident response time, de‑escalation rate, repeat incident reduction).
• Oversee training, simulation exercises, and readiness drills for ERT members and partner vendors.
• Develop contingency and business continuity plans for high‑impact scenarios and support expansion into new markets.
• Ensure vendor and partner performance meets safety, quality, and cost standards.
• Manage department budget, staffing forecasts, and vendor contracts tied to emergency operations.

Qualifications

• Bachelor's degree in Engineering, Safety, Operational Management, or related field; or equivalent experience.
• 1+ years of operations management experience, preferably in high‑stakes or safety‑critical environments (e.g., transportation, automotive, aviation).
• Proven track record of incident management, crisis response or emergency operations leadership.
• Experience working cross‑functionally with engineering, safety, operations and regulatory teams.
• Excellent analytical skills; able to use data and metrics to drive decision-making and process improvement.
• Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi‑disciplinary teams.
• Comfortable with travel and field deployment as required (within or outside market region).
• Ability to thrive in a fast‑paced, evolving environment and adapt quickly to change.
• Minimum Requirements:
  • Two plus years of managing supervisors with established KPIs.
  • One plus year of client management experience (nice to have).
  • Bachelor's degree in business administration or management.
  • Excellent communication and presentation skills.

Benefits

• Private Medical Insurance (PMI) through BUPA
• Dental through BUPA
• Life through Canada Life
• Income Protection through Canada Life
• Pension through Aviva

Equal Opportunity Statement

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.