About the Senior Operations Manager, Membership Services 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:
* Conduct regular shadowing sessions to assess quality and efficiency, while identifying training needs.
* Foster a positive and inclusive team culture to enhance both employee and member experiences.
* Drive team performance to meet key operational metrics, focusing on member satisfaction and service quality.
* Develop and optimize service delivery processes to scale operations effectively.
Requirements:
* At least 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 an asset.
This role requires a skilled leader who can drive team performance, foster a positive culture, and develop efficient service delivery processes. If you have experience in operations management and a passion for leading high-performing teams, we encourage you to apply.