Operations (Ops) Team Lead

TSMG Holding; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

TSMG Holding is seeking an Operations Team Lead to guide Drivers and oversee day-to-day operations in Boston. You will report to the Country Manager and drive continuous service improvements while coordinating with internal and external stakeholders.

You will mentor field surveyors, manage workload and logistics, and deliver regular status updates. A Bachelor’s degree and strong people skills are required.

Qualifications

• Experience as a people manager or operations lead.
• Strong written and verbal communication skills.
• Able to work at a fast pace and manage a high volume of emails.
• Self-motivated with a proven track record and team orientation.
• Ability to analyze data and set measurable actions.

Responsibilities

• Manage team of Data Collection Driving Operations field resources.
• Drive day-to-day operations following SOPs.
• Coach, mentor and develop field surveyors.
• Conduct periodic reviews with teams and Program Managers.
• Facilitate team meetings and disseminate information.
• Coordinate workload and logistics across teams and vendor partners.
• Provide SME advice on regional issues and concerns.
• Support relationship-building with internal/external customers.
• Participate in business review meetings with stakeholders.
• Assist in reporting and KPI metrics; provide status reports.
• Support special projects including invoice verification and reporting.
• Assist in resource planning with customers and sourcing partners.
• Create/maintain resource forecasts; ensure quality and safety controls.
• Monitor performance trends and drive continuous service improvements.
• Escalate issues to management when needed.

Skills

People management

Communication skills

Data analysis

Team player

Fast-paced work

Proactive / self-motivated

Travel ability

Education

Bachelor's Degree or equivalent experience

Job description

The Operations (Ops) Team Lead role assists in overseeing day-to-day operations, providing guidance and management where needed to the Drivers. The Ops Lead reports to the Country Manager.

Primary Responsibilities

• Manage team of Data Collection Driving Operations field resources
• Drive day-to-day operations following standard operating procedures
• Assist in identifying knowledge gaps, coaching, mentoring and the professional development field surveyors
• Conduct periodic reviews with teams and Program Managers
• Facilitate teams meetings to disseminate relevant information to the Team
• Collaborate with other Team members to manage the collective workload and coordinate various logistics including coverage for Team members as needed
• Provide Subject Matter Expert (SME) advice on regional issues and concerns
• Assist with strengthening relationships with Internal/ External Customers and vendor/partner organizations
• Participate in weekly and monthly business review meetings with internal and external stakeholder
• Assist in gathering and analyzing reporting details
• Provide status reports (weekly, monthly, etc.) as required
• Support with special projects; Invoice verification, and reporting metrics as needed
• Work with internal teams and external vendor/partner teams to provide resource planning support (work plan allocation/management/logistics/etc.) for applicable projects and programs
• Assist with creating/maintaining resource forecast in conjunction with customer for vendor/partner sourcing organization
• Assist in adherence to quality, safety and financial controls
• Identify and monitor performance trends and take necessary corrective actions to meet SLA targets and ensure customer satisfaction
• Provide insight, guidance, Continual Service Improvement and Service Assurance support
• Assist in driving service improvement programs and initiatives
• Ensuring RCA contains the proper analysis methodology, documented actions, root cause identification and effective proactive and corrective actions
• Escalate issues (performance/functional) to management team as needed
• Additional duties as defined

Required qualifications

• Experience as a people manager, and/or operations lead
• Strong written and verbal communication skills
• Able to work at a fast pace, manage a heavy flow of emails, and be interruptible to address urgent program issues
• Great people management skills (effective communication, understanding, respectful, able to build rapport, set clear expectations, give constructive feedback, etc.)
• Self-motivated with a proven track record
• Team player and willing to assist when and where needed
• Ability to analyze data and establish measurable action plans to improve performance
• Ability to travel

Preferred qualifications

• Bachelor's Degree or equivalent experience
• Field surveying program specific knowledge