National Operations Leader for Multi-Site Delivery

Opensity solutions; Hartford (CT); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off

Job summary

Opensity Solutions, a premier tech-enabled managed services firm, seeks a National Operations Manager to oversee day-to-day operations and service delivery across enterprise accounts. Travel is required; reporting to the Regional Client Relations Director, you’ll mentor Site Managers and improve efficiency to meet profitability targets.

A Bachelor’s degree and 5+ years in ops/BPO with at least 2 years in management are expected.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field, or equivalent experience.
• 5+ years in BPO/ops or client services, with at least 2 years in a management role supervising teams.
• Experience managing multi-site or multi-client environments.

Responsibilities

• Oversee daily operational execution across enterprise client accounts to ensure high-quality service delivery.
• Develop and execute account business plans aligned with strategic and financial objectives.
• Serve as primary escalation point for operational issues ensuring timely resolution and client satisfaction.
• Lead Site Managers and on-site teams to ensure strong operational execution and accountability.
• Conduct regular client site visits and performance reviews to monitor service quality and identify improvements.
• Facilitate monthly client meetings and ongoing touchpoints across locations.
• Monitor KPIs and SLAs to ensure compliance; maintain SOPs to drive efficiency.
• Lead training and development initiatives to improve team capability and performance.
• Support strategic business reviews including preparation, presentation and follow-up actions.
• Gather client feedback to improve service delivery; collaborate on process improvements.

Skills

Operational leadership

Analytical skills

Communication skills

Coaching & development

Problem solving

Education

Bachelor's degree in Business Administration / Management

Tools

Microsoft Office

Job description

Opensity Solutions, a premier tech-enabled managed services firm, seeks a National Operations Manager to oversee day-to-day operations and service delivery across enterprise accounts. Travel is required; reporting to the Regional Client Relations Director, you’ll mentor Site Managers and improve efficiency to meet profitability targets.

A Bachelor’s degree and 5+ years in ops/BPO with at least 2 years in management are expected.