Director of Operations

TaskUs; Dadri; On-site; INR 12,987,000 - 19,481,000; Full time

Job summary

TaskUs is seeking a Director of Operations to oversee and optimize the delivery of services, drive process improvements, and coordinate cross-functional teams with a focus on client outcomes and SLA adherence.

You will monitor KPIs, forecast capacity, manage budgets, and lead strategic initiatives across multiple accounts, with onsite UK-hour work and occasional travel; strong leadership and data-driven decision-making are required.

Qualifications

• Proven experience in a senior leadership role overseeing operations in BPO or similar.
• Strong knowledge of large-scale BPO operations, processes, and best practices.
• Excellent understanding of KPIs & data-driven decision-making.
• Strong leadership and management skills for a diverse team.
• Excellent problem-solving and decision-making abilities.
• Exceptional communication with clients, stakeholders, and internal teams.

Responsibilities

• Oversee and direct activities of premier accounts with strategic leadership.
• Analyze workflows, identify inefficiencies, and implement improvements.
• Establish and implement operational strategies aligned with goals.
• Monitor KPIs and provide coaching, training, and coverage as needed.
• Collaborate with clients and upper management to develop procedures and policies.
• Set team and individual KPIs and provide actionable feedback.
• Keep up with industry trends and maintain training materials.

Skills

Senior leadership

KPI management

Data-driven decisions

Leadership & motivation

Problem solving

Excellent communication

Education

Bachelor's degree in business administration

Master's degree preferred

Job description

Job Description:

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What can you expect in a Director of Operations role with TaskUs:

As the Director of Operations you will be overseeing and managing the operational aspects of the organization. Your priority is to ensure the efficient and effective delivery of services to clients, optimize operational processes, and drive continuous improvement initiatives.

Working closely with cross-functional teams, senior management, and client stakeholders to achieve operational excellence, meet service level agreements, and exceed client expectations.

Responsibilities (including, but not limited to):

• Oversee and direct the activities of a premier account, or multiple accounts simultaneously, by providing strategic leadership and direction
• Be responsible for all aspects of operations including: analyzing workflow to identify inefficiencies, developing policies and action plans to improve the process, implementing change, and tracking progress
• Establish and implement operational strategies, policies, and procedures that align with the company's goals and client requirements.
• Monitor staff and analyze KPIs and operational metrics to assess performance, identify areas for improvement, and provide temporary coverage and training.
• Partner with clients and upper management in developing procedures, and ensuring the team follows all established policies.
• Work with leadership to set team and individual KPIs and provide regular, actionable feedback.
• Keep up to date with industry trends and identify areas of opportunity to drive improvements, as well as maintaining all content moderation guidelines, reference documents, and training materials.
• Demonstrate a strong financial acumen and ability to work with revenue models, appropriately forecasting shrink, attrition, headcount, and hiring needs within various billing platforms.
• Effectively coach and develop a group of individuals on common goals
• Effectively build and establish cross functional relationships and leverage them where applicable to ensure all needs of the business are met
• Create and effectively communicate weekly/monthly/quarterly business reviews
• Ability to work independently with a strong desire to seek support where relative
• Eager to learn and willing to try new approaches

Required Qualifications:

• Proven experience in a senior leadership role overseeing operations, preferably in a BPO or similar industry.
• Strong knowledge of large-scale BPO operations with multiple clients and diverse service offerings, processes, and best practices.
• Excellent understanding of KPIs & ability to analyze complex data, identify trends, and drive data-driven decision-making.
• Strong leadership and management skills to lead and motivate a diverse team.
• Effective problem-solving and decision-making skills to address operational challenges and implement solutions.
• Exceptional communication and interpersonal skills to interact with clients, stakeholders, and internal teams.

Preferred Qualifications:

• Familiarity with industry-specific technologies and tools for managing BPO operations.
• Knowledge of quality management & project management principles and methodologies, such as Six Sigma or Lean.
• Proven track record in achieving operational targets and driving cost optimization initiatives.
• Familiarity with compliance and regulatory requirements relevant to the BPO industry.
• A bachelor's degree in business administration, operations management, or a related field. A master's degree is preferred.

Work Location / Work Schedule / Travel:

• Onsite
• UK hours schedule
• Occasional travel may be required for meetings, conferences, or client engagements, as per business needs.

How We Partner To Protect You:

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI:

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. 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.

EEO:

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 people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.