Senior Operations Manager — Process Innovation & Scale

Aquent; New York (NY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Subsidized health plan

Vision and dental plans

Paid sick leave

Retirement plan with match

Aquent Gymnasium online training

Job summary

Aquent is partnering with a globally recognized organization to recruit an Operations Manager based in New York. The role focuses on designing, launching, standardizing, and optimizing operational processes for internal and external teams, delivering measurable improvements via automation, streamlined workflows, and vendor consolidation.

You will drive high-impact projects, define metrics, and ensure compliance while elevating the customer experience across critical programs in a fast-paced

Qualifications

• Strong planning and data analysis capabilities.
• Solid understanding of operational SLAs.
• Experience with queue and ticket management systems.
• Demonstrated team management and customer support background.
• Familiarity with automation opportunities and processes.
• Proven stakeholder and partner relationship management.
• Deep domain knowledge of business operations and process improvement.
• Excellent consultative skills and negotiation abilities.

Responsibilities

• Lead creation and maintenance of SOPs, process maps, workflows, help resources, and training programs.
• Drive high-impact projects to solve operational challenges at scale.
• Monitor trends, improve efficiency, and identify automation opportunities.
• Oversee supplier and internal team selection, onboarding, and performance reviews.
• Define metrics, ensure data integrity, build dashboards, and publish KPIs.
• Provide feedback to service providers and stakeholders to improve workflows.
• Collaborate with partners to implement process improvements and scoring frameworks.
• Champion customer experience and ensure compliant operations with guidelines.
• Develop operations review processes and ensure SLA adherence.
• Resolve employee queries within SLAs and manage high-volume queues.
• Foster stakeholder relationships and disseminate knowledge through case studies and training.
• Facilitate objective-setting meetings and align supplier/internal strategies with budgets.
• Lead ideation, launch, and scaling of innovative solutions to boost efficiency.
• Manage strategic relationships for effective delivery of operations and processes.
• MUST BE BASED NY

Skills

Data analysis

SLA understanding

Queue management

Ticket management

Team management

Customer support

Automation familiarity

Stakeholder management

Process design

Project management

Job description

Aquent is partnering with a globally recognized organization to recruit an Operations Manager based in New York. The role focuses on designing, launching, standardizing, and optimizing operational processes for internal and external teams, delivering measurable improvements via automation, streamlined workflows, and vendor consolidation.

You will drive high-impact projects, define metrics, and ensure compliance while elevating the customer experience across critical programs in a fast-paced