Operations Manager (III) [AQ-21023]

Aquent; New York (NY); On-site; USD 110,000 - 165,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Paid sick leave

Retirement plan with company match

Online training (Aquent Gymnasium)

Job summary

Aquent is partnering with a global leader to ensure platform reliability and trusted user experiences across millions of users. In this pivotal role, you will drive operational excellence, QA processes, and policy-to-process alignment while coordinating with analysts, engineers, and operations teams.

You will monitor core quality KPIs, troubleshoot data issues, manage escalations, and contribute to roadmaps and SOPs to sustain high standards during launches and transitions.

Qualifications

• 7 years in customer-facing roles supporting Trust & Safety or QA.
• 5 years of operations management experience.
• Proficient in SQL or data visualization to interpret metrics.
• Strong stakeholder management across diverse groups.
• Experience handling bug backlogs and process docs.

Responsibilities

• Monitor core quality KPIs, lead quality syncs, perform root-cause analyses.
• Triage and resolve data pipeline issues and technical bugs.
• Serve as quality contact for vendor partners and manage escalations.
• Support infrastructure initiatives and early-stage quality launches.
• Maintain SOPs, help roadmaps, and manage tools and workflows.

Job description

Aquent, a leading talent solutions partner, is thrilled to connect you with an unparalleled opportunity to shape the future reliability of a widely used platform. Your expertise will be instrumental in maintaining the integrity and stability of critical online services, directly impacting global operations and fostering unparalleled user trust. This is your chance to make a tangible difference in a dynamic environment, contributing to the seamless functioning of essential digital infrastructure.

About Our Partnered Client

Aquent is partnering with a global leader that pioneers digital innovation and sets the benchmark for online platforms serving millions worldwide. This organization is dedicated to upholding the highest standards of integrity and stability, ensuring an exceptional and trustworthy user experience. Join a forward-thinking team where your contributions will directly support critical online services, influencing the efficiency and effectiveness of global operations.

About The Role

Step into a pivotal role where you will be the linchpin for operational excellence and quality assurance within dynamic global operations. This isn’t just about managing tasks; it’s about being the driving force that guarantees seamless workflows, spearheads critical policy implementations, and safeguards the quality benchmarks that underpin an exceptional user experience. You will be instrumental in fostering alignment across diverse teams—from policy strategists to engineering innovators and operational specialists—directly shaping the future of platform reliability and user trust. In this impactful position, you will maintain high-quality standards and operational continuity. Leveraging your analytical prowess and stakeholder management skills, you will identify and resolve complex issues, ensuring systems and processes operate flawlessly, especially during critical launches and transitions, making a significant impact on millions of users.

Your Impactful Contributions

• Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks.
• Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within workflow systems.
• Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals.
• Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols.
• Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational tools and processes to support team efficiency and workflow standards.

What You’ll Bring to the Team

• 7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations.
• 5 years of experience managing operations.
• Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently.
• Demonstrated ability to manage complex relationships with diverse stakeholders.
• Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines.
• Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

• Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match.
• We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

Client Description

Join one of the world’s most iconic technology visionaries, consistently recognized as a global leader in digital innovation. Our client offers a high-energy, collaborative environment where you will work alongside some of the industry’s brightest minds. This is a unique opportunity to gain experience within a multi-billion dollar tech giant, contributing to high-visibility projects that influence how the world connects and learns. For professionals looking to elevate their career, there is no better place to build your portfolio and witness large-scale innovation in action.