Senior Operations Manager, Membership Services
Drive the performance of the Membership Services Delivery Team to enhance member satisfaction.
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.
* Foster a positive and inclusive team culture to enhance both employee and member experiences.
* Develop and optimize service delivery processes to scale operations effectively.
* Drive team performance to meet key operational metrics, focusing on member satisfaction and service quality.
* Conduct regular shadowing sessions to assess quality and efficiency, while identifying training needs.
Qualifications
* Over 7 years of experience in operations management, with a minimum of 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.
Description: To achieve enhanced member satisfaction, we seek an experienced Senior Operations Manager to lead the Membership Services Delivery Team. With over 7 years of operations management experience, preferably including 3 years in a leadership role, you will foster a positive team culture, drive performance, and develop optimized service delivery processes to scale our operations effectively.