Operations Manager

ShyftOff; Tampa (FL); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading operations management firm in Tampa is looking for an experienced Operations Manager to lead and develop distributed teams while owning performance for key client accounts. The ideal candidate will have over 5 years of experience in operations, a strong background in data analysis and process improvement, and the ability to thrive in a fast-paced environment. This role offers a chance to build systems that enhance quality and efficiency across teams, driving operational success.

Qualifications

• 5+ years in operations in a fast-growth or tech-enabled services environment.
• 3+ years leading distributed teams with measurable performance outcomes.
• Proven record of improving KPIs through data and discipline.
• Fluency with operational tools such as Sheets and reporting platforms.
• Comfort with ambiguity and capable of organizing it.

Responsibilities

• Lead and develop a distributed team for exceptional performance.
• Own delivery for assigned accounts—staffing, scheduling, usage.
• Standardize processes for efficiency and predictability.
• Partner with cross-functional teams on client goals.
• Forecast and plan capacity for resource alignment.
• Use data and dashboards to manage risk and improve continuously.
• Champion new tools and automation for operational excellence.

Skills

Leadership

Data analysis skills

Process design

Communication

Problem-solving

Tools

Excel

WFM

Job description

About ShyftOff:

ShyftOff makes contact center ops insanely easy.

We’re the only agentic workforce delivery platform that manages your human contact center agents for you—combining automation, analytics, and the best global talent to deliver unmatched efficiency and performance.

We’re scaling fast, backed by top investors, and building the future of how work gets done in contact centers.

About the Role

As an Operations Manager at ShyftOff, you’ll sit at the heart of our delivery engine—owning performance, process, and people for key client accounts. You’ll lead distributed teams, refine systems, and turn data into decisions that drive scale and quality.

This isn’t a “keep the lights on” role. It’s for someone who thrives in motion—an operator who can bring structure to speed, and turn operational chaos into a competitive advantage.

If you love building systems that scale and leading teams that win, this is your stage.

In this role, you will:

• Lead and develop a distributed team to deliver exceptional performance and accountability.
• Own delivery for assigned accounts—staffing, scheduling, utilization, SLAs, and margin.
• Build and standardize processes that scale efficiency, quality, and predictability across clients.
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success to translate client goals into operational outcomes.
• Forecast and plan capacity to align resources with demand and ensure flawless execution.
• Use data and dashboards to identify trends, manage risk, and drive continuous improvement.
• Champion the adoption of new tools and automation to keep ShyftOff operating ahead of industry standards.

You might thrive in this role if you have:

• 5+ years in operations, ideally within a fast-growth or tech-enabled services environment.
• 3+ years leading distributed teams (10+ people) with measurable performance outcomes.
• A proven record of improving KPIs—quality, efficiency, or profitability—through data and discipline.
• Deep operational instincts paired with analytical rigor.
• Strong process-design and problem-solving skills—you see gaps before they become issues.
• Exceptional communication and stakeholder management skills.
• Fluency with operational tools (Sheets, WFM, reporting, automation platforms).
• Comfort with ambiguity—you organize it.

• Experience in tech or startup environments, with strong data analysis skills and hands-on Excel proficiency (advanced formulas, reporting, and operational analysis).

• Familiarity with QA frameworks, workforce management systems, or fractional workforce models.
• Background designing or leading training programs, or leveraging AI tools for productivity.

Equal Opportunity Employer:

ShyftOff Corp values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.