Senior Operations Manager — Process Excellence & Automation

Skill; New York (NY); On-site; USD 136,000 - 156,000; Full time

Job summary

Aquent Talent is seeking an Operations Manager based in New York to design, launch, standardize, and optimize end-to-end processes across internal and external teams. You will drive automation, consolidate vendors, and shape service lines to deliver exceptional customer experiences.

You will lead major projects, build metrics and dashboards, and collaborate with stakeholders to scale operations while ensuring compliance with risk and privacy guidelines.

Qualifications

• Data analysis and synthesis skills required.
• Strong understanding of SLAs.
• Experience with queue/ticket systems.
• Proven team management experience.
• Customer support background.
• Familiarity with automation tools.

Responsibilities

• Create and maintain SOPs, process maps, workflow documentation, help resources, and training programs.
• Lead high-impact projects across teams, from scoping to execution and management.
• Monitor operational trends, identify opportunities to improve efficiency and drive automation.
• Oversee supplier and internal team onboarding, performance reviews, and progress evaluations.
• Define metrics, ensure data integrity, develop dashboards and publish KPIs.
• Provide feedback to service providers and stakeholders to simplify workflows and scale operations.
• Collaborate with partners to implement process improvements and efficiency scoring frameworks.
• Champion customer experience for end-to-end programs and operations.
• Ensure compliance with legal, risk, financial, and privacy guidelines; engage providers accordingly.
• Develop and implement operations review processes to monitor performance and SLAs.
• Resolve employee queries within SLAs and manage high-volume queues.
• Cultivate relationships with stakeholders and support escalation handling.
• Promote knowledge sharing and scaling of best practices and case studies.
• Facilitate meetings to define objectives and budgets with stakeholders.
• Lead ideation, launch, and scaling of innovative solutions for efficiency and value.
• Manage strategic relationships to ensure effective delivery of operations.
• Must be based NY.

Skills

Data analysis

SLA management

Ticketing systems

Team management

Customer support

Automation tools

Stakeholder management

Automation opportunities

Project management

Process improvement

Negotiation

Business acumen

Operational excellence

Industry knowledge

Client understanding

Problem solving

Job description

Aquent Talent is seeking an Operations Manager based in New York to design, launch, standardize, and optimize end-to-end processes across internal and external teams. You will drive automation, consolidate vendors, and shape service lines to deliver exceptional customer experiences.

You will lead major projects, build metrics and dashboards, and collaborate with stakeholders to scale operations while ensuring compliance with risk and privacy guidelines.