Operations Manager

Paycom; Texas; Hybrid; USD 85,000 - 120,000; Full time

Job summary

Texas811 is seeking an Operations Manager to lead the Damage Prevention Center, overseeing daily operations, service levels, regulatory compliance, and customer experience expectations. This role drives strategic execution, business continuity planning, and a culture of accountability among operations leadership.

You will guide workforce management, cross-functional collaboration, and continuous improvement initiatives to ensure consistent service delivery and operational excellence aligned with

Qualifications

• 5+ years of experience in operations leadership, workforce planning, or business process management in a high-volume, customer-centric environment (contact center experience preferred).
• Demonstrated experience managing cross-functional teams, ensuring collaboration across Operations, Technology, and other business units.
• Experience managing operational budgets, resource planning, and performance metrics.
• Leadership experience in coaching, mentoring, and developing frontline supervisors.

Responsibilities

• Oversee the DPC’s daily operations, ensuring alignment with Texas811’s business objectives.
• Manage service performance and process adherence to optimize efficiency; influence workforce planning based on operational needs.
• Implement strategic initiatives and process improvements to enhance service quality and operational outcomes.
• Provide structured coaching and mentorship to direct reports and key partners to develop the necessary skills.

Job description

ClassificationExemptReports toDirector of OperationsSummary/ObjectiveThe Operations Manager is responsible for leading and overseeing Texas811’s Damage Prevention Center operations, ensuring service levels, operational efficiency, regulatory compliance, and customer experience expectations are consistently met. This role plays a critical part in strategic execution, business continuity planning, and driving a culture of accountability among operations leadership. The Operations Manager is accountable for decisions, objectives, and key performance indicators (KPIs) with input from Operations leadership to maintain alignment, service consistency, and continuous improvement. This role ensures alignment in leadership, consistency in service delivery, and continuous improvement in operational outcomes. Additionally, this role collaborates across departments to optimize workforce management, enhance cross-functional communication, and lead operational transformation efforts.Direct Reports10+ Damage Prevention SupervisorsEssential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Leadership & Strategic ExecutionEnsure alignment with Texas811’s company-level goals, brand promise, customer experience expectations, and strategic priorities.Act as a leader of leaders, driving engagement and accountability at all levels of the Damage Prevention Center (DPC).Develop leadership skills and decision-making abilities among supervisors to enhance adaptability and effectiveness in managing operational challenges.Employs situational leadership and emotional intelligence to effectively coach, develop, and support employees while fostering accountability, trust, and professional growth.Leads operational transformation and continuous improvement initiatives by assessing industry best practices, implementing innovative solutions, and adapting service delivery models to meet evolving organizational and stakeholder needs.Operational Excellence & Business ContinuityLead business continuity planning efforts, ensuring operational stability, risk mitigation, and contingency preparedness.Collaborate in the execution of crisis communications plans, ensuring the Damage Prevention Center responds effectively to service-impacting events.Establish and maintain documentation governance standards to ensure clarity, consistency, and accessibility of SOPs and workflows.Operations Leadership & Strategic OversightOversee the DPC’s daily operations, ensuring alignment with Texas811’s business objectives.Manage service performance and process adherence to optimize efficiency; influence workforce planning based on operational needs.Ensure consistency in leadership, accountability, and service delivery across all functional areas.Implement strategic initiatives and process improvements to enhance service quality and operational outcomes.Performance Development & CoachingImplement succession planning strategies to develop future leaders within operations.Provide structured coaching and mentorship, ensuring direct reports and key partners develop the necessary skills to drive operational excellence.Uphold a continuous improvement mindset, ensuring performance feedback is leveraged to enhance agent and supervisor effectiveness.Performance Monitoring & EvaluationEstablish KPIs and performance benchmarks to assess quality, productivity, and customer satisfaction.Analyze operational data, reporting trends, and process effectiveness to inform leadership decisions.Ensure agents and supervisors meet minimum performance standards, including Quality Scores, Average Handle Time (AHT), Customer Satisfaction (CSAT), Speed of Answer (SOA), Adherence, and First Call Resolution.Conduct regular coaching and performance evaluations, identifying trends and opportunities for improvement.Workforce Management & Resource PlanningContribute to the analysis of staffing levels and workforce planning, ensuring operational coverage aligns with demand forecasts.Support leadership in volume forecasting, scenario planning, and workload distribution.Contribute to development and implementation of strategies to minimize agent burnout, enhance engagement, and increase retention.Cross-Functional Collaboration & Operational AlignmentCommunicate business process updates clearly to affected teams, providing advanced notice for compliance and workflow adjustments.Collaboration & Stakeholder EngagementEnsure cross-functional collaboration with Quality, Training, Workforce Management, Technology, Human Resources, Stakeholder Engagement, Marketing & Communications, and external stakeholders to support and address service delivery challenges.Communicate business process updates clearly to affected teams, providing advanced notice for compliance and workflow adjustments.Represent the Damage Prevention Center in organizational planning and leadership meetings, ensuring operational strategies align with Texas811’s mission and insights inform decision-making at all levels.Advise internal staff on operational inquiries, customer questions, and policy / procedure clarifications.Compliance & Process OptimizationEnsure adherence to legal, regulatory, and contractual requirements impacting Texas811’s service operations.Monitor compliance with state, client, and industry standards, implementing corrective actions when necessary.Oversee internal audits and risk assessments to identify service gaps and maintain quality assurance.Technology & Systems ManagementEnsure business continuity by maintaining system functionality, addressing outages, and implementing contingency plans.Leverage operational technologies to optimize service efficiency and reporting accuracy.Collaborate with Technology and Operations teams to ensure system updates, automation initiatives, and service integrations align with operational needs.Financial Planning & Budget ManagementDevelop and manage department budgets and forecasts, ensuring financial targets and cost efficiencies are met.Monitor operational expenses, productivity, and resource allocation to maintain budget adherence and organizational objectives.General ExpectationsThis position is expected to maintain flexibility to perform additional responsibilities as needed. Ensure availability to address organizational priorities and support team operations. Exhibit professionalism in all interactions and representations of the organization.CompetenciesLeadership and strategic execution to align operations with Texas811’s vision, goals, and objectives.Change management experience with proven ability to communicate to influence, align and engage teams, and drive seamless execution.Financial acumen to manage budgets, control costs, and forecast operational expenses.Process ownership and documentation governance to maintain accurate SOPs, workflows, and compliance records.Collaboration and stakeholder communication to work cross-functionally, engage with key internal and external partners, and align operational strategies with organizational goals.Operational leadership and execution to drive Texas811’s service performance, workforce management, and compliance.Strategic problem-solving to optimize efficiency, resolve operational challenges, and enhance service delivery.Performance management and accountability to ensure adherence to Texas811’s minimum performance standards and benchmarks.Data-driven decision-making to analyze trends, assess service quality, and implement process improvements.Process optimization and continuous improvement to enhance workflows, reduce inefficiencies, and maintain service excellence.Technology integration and system oversight to ensure business continuity, system reliability, and reporting accuracy.Change management and adaptability to lead initiatives, implement corrective actions, and enable business transformation.TravelThis position requires the ability to conduct business travel as needed, which may include periodic travel outside the local area and overnight.Work EnvironmentThis role operates primarily in a professional office environment, with expectations for on-site presence and remote work options as determined by the Chief Operating Officer and the Director of Operations. This role routinely uses standard office equipment such as computers, phones, photocopiers, web cameras and virtual meeting software.Required Education and Experience5+ years of experience in operations leadership, workforce planning, or business process management in a high-volume, customer-centric environment (contact center experience preferred).Demonstrated experience managing cross-functional teams, ensuring collaboration across Operations, Technology, and other business units.Proven ability to execute strategic initiatives, including process improvements, succession planning, and business continuity strategies.Experience managing operational budgets, resource planning, and performance metrics.Leadership experience in coaching, mentoring, and developing frontline supervisors.Experience managing service performance, customer satisfaction, and operational efficiency.Knowledge of Texas811 or similar industry-related systems, service workflows, and operational best practices.Proficiency in KPI tracking, forecasting, and performance benchmarking tools.Experience aligning operational processes with business objectives and regulatory compliance.Experience leading operational change initiatives, including the implementation of new processes, technologies, service models, or workforce practices. Demonstrated ability to lead diverse teams through organizational change using effective coaching, emotional intelligence, adaptability, and relationship-building skills.Physical Demands/ADA RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to see, talk, or hear. This is largely a sedentary role; and individuals may need to sit or stand for extended periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.