Operations Manager — Customer Experience & Compliance

Socket.dev; Greenville (SC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive base pay

Medical benefits

Dental benefits

Vision benefits

Telemedicine

Disability insurance

401K match

Paid time off

Paid holidays

Volunteer time off

Tuition reimbursement

Parental leave

Business casual

Job summary

GLS in Greenville, SC is seeking an Operations Manager to lead a diverse team and drive efficiency across customer-facing operations. You will hire, train, coach, and motivate staff, ensure regulatory compliance, and implement process improvements that enhance quality and service levels.

You will oversee daily workflows, analyze performance metrics, and collaborate with internal teams and vendors to optimize operations.

Qualifications

• Minimum of Bachelor's degree required.
• 2-4 years’ experience in a supervisory or leadership position.
• Excellent sales/negotiations skills with an ability to think quickly in a dynamic environment to overcome objections.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Strong verbal and written communication skills.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business.
• Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as necessary.
• Team player that can adapt in a fast pace and changing environment
• Commitment to exemplifying the organizational core values and key competencies
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities

Responsibilities

• Oversee an assigned segment of Operations activities to monitor performance, ensure high-quality service, operational efficiency, and positive customer experiences
• Analyze reports, call outputs, and performance metrics to identify compliance risk, strategy improvements, and assess effectiveness
• Lead and support team members through regular coaching and training to ensure professionalism, compliance, and alignment with quality assurance requirements
• Identify opportunities to improve workflows, call logic, scripts, and operational processes, and partner with vendors and internal teams to implement enhancements
• Directly supervise employees, including staffing, performance evaluations, and terminations
• Review and approve employee time sheets and requests for time off
• Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis
• Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations
• Handle escalated customer calls and ensure appropriate escalation pathways exist, while resolving issues professionally and within compliance
• Assist with the development, testing, and implementation of new operational tools, features, and process improvements that support business objectives
• Collaborate with other departments and external vendors to ensure operational processes and automated interactions meet regulatory and quality standards
• Ensure cross-functional partners understand system capabilities, processes, and enhancements to improve functionality
• Support the development and maintenance of operating procedures, including regulatory compliance, and ensure changes are communicated and implemented effectively
• Maintain accurate documentation, records, and reporting related to operational activities, workflows, vendor interactions, training, and quality assurance
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and management
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
• Perform additional assignments as required by the needs of the company or as directed by management

Skills

Leadership

Communication

Problem solving

Analytical mindset

Computer skills

Education

Bachelor's degree

Job description

GLS in Greenville, SC is seeking an Operations Manager to lead a diverse team and drive efficiency across customer-facing operations. You will hire, train, coach, and motivate staff, ensure regulatory compliance, and implement process improvements that enhance quality and service levels.

You will oversee daily workflows, analyze performance metrics, and collaborate with internal teams and vendors to optimize operations.