Senior Operations Manager, Membership Services
We are seeking a highly skilled Senior Operations Manager to lead our Membership Services Delivery Team. This key role will be responsible for driving team performance to enhance member satisfaction.
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About the Role
* The Senior Operations Manager will lead and inspire a team of Operations Managers and Team Managers to ensure high performance in Membership Services.
* Key responsibilities include conducting regular shadowing sessions to assess quality and efficiency, identifying training needs, fostering a positive and inclusive team culture, and driving team performance to meet key operational metrics.
* The position requires developing and optimizing service delivery processes to scale operations effectively.
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Qualifications
* Minimum 7 years of experience in operations management with at least 3 years in a leadership role managing other managers.
* Strong background in driving performance in member or customer-facing teams, particularly in tech or subscription-based businesses.
* Excellent analytical skills to utilize data for decision-making and process improvements.
* Outstanding communication and interpersonal skills to effectively manage teams and collaborate across various functions.
* Experience with process improvement methodologies such as Six Sigma or Lean is a plus.