Operations Manager

UnifyCX; Austin (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

UnifyCX in Austin, TX is seeking an experienced Operations Manager to oversee day-to-day operations, lead multiple teams, and optimize processes to ensure efficient delivery of services.

You will monitor KPIs, manage client relationships, implement improvements, and mentor staff, reporting to the Director of Operations. Bachelor’s degree required; 5+ years in a similar role.

Qualifications

• Bachelor’s degree in Business Administration, Management, or equivalent Work Experience. A master’s degree is a plus.
• Minimum of 5 years of experience in operations management within the BPO industry or a related field.
• Proven experience in managing teams, driving performance, and delivering results.
• Strong leadership, problem-solving, and analytical abilities.
• Ability to manage multiple tasks and projects and adapt to high-pressure situations.

Responsibilities

• Oversee daily operations to ensure adherence to company policies, client requirements, and SLAs.
• Lead multiple teams, including team leads and agents, to ensure optimal performance and productivity.
• Monitor KPIs and operational metrics, conduct reviews, and implement improvement plans.
• Develop and maintain strong client relationships and present performance updates to management.
• Identify opportunities for process improvements and develop SOPs as needed.

Skills

Leadership

Team management

Problem solving

Analytical thinking

Communication

Ops tools

Education

Bachelor's degree in Business Administration

Tools

ERP systems

Job description

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

A culture that values collaboration, creativity, and diversity

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

Our Foundation: GlowTouch & Collective Solution

UnifyCX is born from the integration of GlowTouch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Explore Opportunities

Ready to join us? Check out our current openings below.

Position:Operations Manager

Location: Austin, TX

Job Id:4600

# of Openings:1

UnifyCX is growing and we are looking for an Operations Manager to join our motivated and ambitious team!

What Will You Do?

As an Operations Manager you will be responsible for overseeing and managing day-to-day operations to ensure efficient and effective delivery of services. This role involves leading teams, optimizing processes, and implementing strategies to meet performance targets and enhance client satisfaction. The Operations Manager will work closely with senior management and clients to drive operational excellence and achieve business objectives.

Key Responsibilities:

• Operational Oversight:
  • Manage and supervise daily operations to ensure adherence to company policies, client requirements, and service level agreements (SLAs).
  • Oversee multiple teams, including team leads and agents, ensuring optimal performance and productivity.
• Performance Management:
  • Monitor key performance indicators (KPIs) and operational metrics to assess and improve performance.
  • Conduct regular performance reviews and provide feedback to team members.
  • Implement action plans to address performance issues and achieve performance targets.
• Client Relationship Management:
  • Serve as the primary point of contact for clients, ensuring their needs are met and addressing any concerns or issues.
  • Develop and maintain strong relationships with clients, understanding their business requirements and expectations.
  • Prepare and present operational reports and performance updates to clients and senior management.
• Process Improvement:
  • Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
  • Develop and execute strategies to streamline operations, reduce costs, and improve service delivery.
  • Facilitate regular process reviews and update standard operating procedures (SOPs) as needed.
• Team Leadership and Development:
  • Lead, mentor, and motivate teams to achieve performance goals and maintain high levels of employee engagement and satisfaction.
  • Oversee training and development programs to ensure team members have the necessary skills and knowledge.
  • Foster a positive and collaborative work environment.
• Resource Management:
  • Manage resource allocation, including staffing levels, scheduling, and workflow distribution.
  • Ensure that operational resources are used efficiently and effectively.
• Compliance and Quality Assurance:
  • Ensure compliance with company policies, industry regulations and client-specific requirements.
  • Monitor and enforce quality standards to maintain high levels of service delivery.
  • Address and resolve any compliance or quality issues promptly.
• Reporting and Analysis:
  • Prepare and analyze operational reports, including performance metrics, financial data, and client feedback.
  • Utilize data to make informed decisions and drive continuous improvement.

Who Are You?

• Education:Bachelor’s degree in Business Administration, Management, or equivalent Work Experience. A master’s degree is a plus.
• Experience:
  • Minimum of 5 years of experience in operations management within the BPO industry or a related field.
  • Proven experience in managing teams, driving performance, and delivering results.
• Skills:
  • Strong leadership and team management skills.
  • Excellent problem-solving and analytical abilities.
  • Effective communication and interpersonal skills.
  • Proficiency in using operations management software and tools.
  • Ability to manage multiple tasks and projects simultaneously.
  • Strong organizational and time management skills.
• Additional Requirements:
  • Flexibility to adapt to changing priorities and handle high-pressure situations.
  • Strong client-facing skills with a focus on customer satisfaction.

Who We Are:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

Reports to: Director of Operations

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.