Senior Operations Manager

Jobtailor; Baton Rouge (LA); On-site; USD 85,000 - 120,000; Full time

Job summary

Jobtailor is seeking a seasoned Operations Leader to oversee daily team performance, drive improvement plans, and ensure policy and training alignment across programs. The role emphasizes ISO compliance, cross‑functional collaboration, and timely issue resolution for Medicaid-related work within a US-based operation.

The ideal candidate possesses 7+ years of leadership experience, a relevant bachelor’s degree, and a proven track record in policy development and staff coaching.

Qualifications

• Bachelor's degree in a relevant field and 7+ years of professional experience, or an equivalent combination.
• Three or more years of people management experience.
• Medicaid Enrollment experience preferred.
• Internet speed of 25 Mbps or higher, reliable home network.
• Must reside in the Continental US.
• Ability to monitor ISO standards and applicable laws, regulations and policies.

Responsibilities

• Oversee the daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement.
• Maintain knowledge of performance requirements and corporate policies.
• Provide policy and procedure updates to staff.
• Evaluate training needs for staff across programs.
• Collaborate with customers to ensure timely issue resolution.
• Address quality issues with supervisory and management teams.
• Monitor staff performance goals and complete related reports.
• Update leadership on quality, training, policy, staff, and departmental performance.
• Escalate issues to Project leadership in a timely manner.
• Monitor compliance with ISO standards as applicable.
• Implement corrective actions to ensure compliance with laws and procedures.
• Monitor and evaluate performance, write appraisals, and provide corrective actions.
• Identify and resolve employee issues and concerns.
• Recommend policy changes and assist with process improvements.
• Direct staff when complaints are escalated to management.
• Perform other duties required by Project leadership.

Skills

People Management

Leadership

Communication

Problem Solving

Collaboration

Education

Bachelor's degree in a relevant field

Tools

Internet Connection Management

Wi‑Fi Technology

Ethernet Patch Cable

Job description

• Oversee the daily operations of a team to ensure performance metrics are met
• Provide action plans and timelines for performance improvement
• Maintain knowledge of performance requirements and corporate and project policies and procedures
• Provide policy and procedure updates to staff
• Evaluate training needs for staff across multiple programs
• Collaborate with customers to ensure communication, cooperation, and timely issue resolution
• Address inadequate quality issues with supervisory and management teams regarding monitored calls
• Monitor staff performance goals and objectives and complete related reports
• Update leadership on quality, training, policy, procedure, staff, and departmental performance issues
• Escalate issues to Project leadership in a timely manner
• Monitor compliance with ISO standards as applicable
• Implement corrective actions to ensure compliance with laws, regulations, policies, and procedures
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions
• Identify and resolve employee issues, problems, and concerns
• Recommend policy changes, establish procedures, and assist with process improvements
• Direct staff when complaints are escalated to management
• Perform other duties required by Project leadership

Requirements

• Bachelor's degree in a relevant field of study and 7+ years of relevant professional experience, or equivalent combination of education and experience
• Three or more years of people management experience
• Prior call center experience preferred
• Prior Medicaid Enrollment experience preferred
• Internet speed of 25 Mbps or higher
• Wi-Fi or Category 5 or 6 ethernet patch cable connection to the home router
• Must currently and permanently reside in the Continental US
• Ability to monitor compliance with ISO standards and applicable laws, regulations, policies, and procedures

Core Competencies

Demonstrates strong leadership in overseeing team operations, ensuring compliance with ISO standards, and implementing performance improvement strategies. Possesses extensive experience in people management, training evaluation, and policy development within a call center environment.

Highest-signal resume keywords

• People Management Experience
• Performance Improvement Strategies
• ISO Compliance Monitoring
• Call Center Operations
• Policy Development

ATS Optimization Keywords

Hard Skills

• Performance Metrics Management
• Training Needs Evaluation
• Corrective Action Implementation
• Performance Appraisal Writing
• Process Improvement

Soft Skills

• Communication
• Collaboration
• Problem Solving
• Conflict Resolution
• Leadership

Industry Keywords

• Medicaid Enrollment
• Call Center Experience
• Compliance with Laws
• Corporate Policies
• Project Leadership

Tools & Technologies

• Internet Connection Management
• Wi-Fi Technology
• Ethernet Patch Cable