Operations Senior Manager

Confidential; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Confidential is seeking a Senior Operations Manager to lead a large site of 500–1,000 moderation staff. The role drives operational excellence, financial performance, and client satisfaction at the site level.

Responsibilities include P&L ownership, cross-functional leadership, and delivering improvements across staffing, processes, and technology. International collaboration and relocation may be required.

Qualifications

• Minimum 5 years’ experience in a similar role within a BPO environment.
• At least 2 years’ experience in content moderation with content management tools.
• Experience managing multiple LOBs or programs simultaneously.
• Site management experience is preferred.
• Strong client relationship skills and English communication.

Responsibilities

• Lead day-to-day site operations, ensuring efficiency, quality, and consistent delivery across all shifts.
• Own the site P&L, managing budgets, cost control, and revenue performance to meet business objectives.
• Serve as the primary client liaison for site-specific requirements, aligning operational delivery with KPIs, SLAs, and contractual commitments.
• Oversee site management functions including staffing, scheduling, infrastructure, safety, and compliance.
• Drive performance management, mentoring, and development for Operations Managers and their teams, addressing skill gaps and fostering high engagement.
• Standardize processes and best practices across the site to ensure operational consistency and scalability.
• Conduct site-focused business reviews, presenting operational and financial performance insights to stakeholders.
• Implement continuous improvement initiatives, including workforce optimization, employee engagement programs, and process enhancements.
• Stay up-to-date with industry trends and social developments that may impact the business or operations.

Skills

Leadership

Content moderation

Multi-LOB management

Site management

Client relationships

English communication

Team leadership

Organizational skills

Cross-cultural collaboration

Willing to relocate

Open to all nationalities

Job description

We are seeking an experienced Senior Operations Manager to lead a high-performing site of 500–1,000 moderation staff. This is a critical leadership role, responsible for driving operational excellence, financial performance, and client satisfaction at the site level.

Key skills and experience

• Minimum 5 years’ experience in a similar role within a BPO environment.
• At least 2 years’ experience in content moderation, with familiarity in content management tools and methods.
• At least 2 years’ experience managing multiple LOBs or programs simultaneously.
• Site management experience is preferred and considered a strong advantage.
• Proven ability to build productive business relationships with clients.
• Excellent English communication skills, both written and spoken.
• Demonstrate experience in managing large teams effectively.
• Highly organized, detail-oriented, and responsive.
• Ability to work effectively across diverse cultures and geographies.
• Must be willing to relocate to the assigned site or country.
• Open to all nationalities.

What You’ll Do:

• Lead day-to-day site operations, ensuring efficiency, quality, and consistent delivery across all shifts.
• Own the site P&L, managing budgets, cost control, and revenue performance to meet business objectives.
• Serve as the primary client liaison for site-specific requirements, aligning operational delivery with KPIs, SLAs, and contractual commitments.
• Oversee site management functions including staffing, scheduling, infrastructure, safety, and compliance.
• Drive performance management, mentoring, and development for Operations Managers and their teams, addressing skill gaps and fostering high engagement.
• Standardize processes and best practices across the site to ensure operational consistency and scalability.
• Conduct site-focused business reviews, presenting operational and financial performance insights to stakeholders.
• Implement continuous improvement initiatives, including workforce optimization, employee engagement programs, and process enhancements.
• Stay up-to-date with industry trends and social developments that may impact the business or operations.

Key Responsibilities:

Operational Leadership & Team Management

• Report directly to the Account General Manager, overseeing a team of 350-500 moderation staff.
• Lead and manage day-to-day operations, ensuring operational efficiency, resource optimization, and consistent service delivery.
• Drive performance management for Operations Managers and their teams through coaching, mentoring, and development, addressing knowledge or competency gaps.
• Motivate and engage employees to maintain high morale, productivity, and retention.
• Ensure adequate staffing, identify workforce skill gaps, and oversee training and competency development initiatives.

Site Management & Facilities Oversight

• Manage all aspects of site operations, including workforce allocation, scheduling, and adherence to safety, security, and facility standards.
• Maintain a safe, secure, and compliant work environment, ensuring business continuity across all operational shifts.
• Oversee infrastructure, equipment, and technology needs, coordinating with IT and support teams to minimize operational disruptions.
• Ensure smooth coordination between multiple sites (if applicable), standardizing processes and policies to maintain consistent service quality.
• Own the operational P&L for assigned sites, managing budgets, cost control, and revenue performance.
• Analyze financial performance, identify risks or opportunities, and implement corrective actions to meet profitability targets.
• Collaborate with leadership to plan and forecast operational budgets, resource allocation, and capital investments.
• Drive efficiency initiatives to optimize cost structure while maintaining service quality and client satisfaction.

Client & Stakeholder Engagement

• Serve as the primary client liaison for site-specific requirements, ensuring operational delivery meets or exceeds client expectations.
• Align site-level operations with client KPIs, SLAs, and contractual obligations.
• Conduct site-focused business reviews, presenting operational performance, financial results, trends, and actionable insights to stakeholders.

Strategic & Continuous Improvement

• Provide strategic direction and guidance, standardizing performance metrics, operational processes, and best practices across all lines of business.
• Implement improvements in recruitment, employee engagement, policies, and procedures to sustain performance and support business growth.
• Stay current with industry trends, best practices, and social developments that may impact the business.