Senior Operations Manager
We are seeking a dynamic and experienced Senior Operations Manager to lead, develop, and inspire a team of Operations Managers and Team Managers.
This role is Hybrid based in our Limerick office with 1 remote day per week.
Responsibilities:
* Manage, develop, and motivate Operations Managers and Team Managers to ensure consistent delivery of high performance.
* Conduct regular shadowing sessions to ensure quality and efficiency, while identifying training needs and facilitating development programs.
* Foster a positive, engaging, and inclusive team culture to deliver an amazing employee and member experience.
* Drive team performance to meet and exceed key operational metrics, including member satisfaction and service quality, through coaching and performance management.
* Set the vision, direction, and culture of the department by managing individual and team expectations and goals, analyzing performance to meet and exceed KPI targets.
* Develop, coordinate, and evaluate the Membership Services Delivery Team's service delivery to optimize processes and scale operations effectively.
* Ensure timely resolution of member escalations and issues, following company guidelines and providing tailored solutions to meet member needs.
* Maintain a member-first mindset while driving operational improvements to enhance satisfaction.
* Partner with internal teams to build scalable, cost-effective processes without compromising member experience.
* Regularly communicate with senior and executive management on project status, performance trends, and organizational risks.
* Follow company guidelines while thinking quickly to offer solutions to meet the customers' needs.
* Provide clear direction and documentation on performance management.
* Analyze team performance and implement best practices to meet and exceed KPIs.
* Identify opportunities for process optimization and innovation in member service delivery.
Qualifications:
* Bachelor's degree in Business Administration, Operations Management, or a related field (favorable but not mandatory).
* 7+ years of experience in operations management, with at least 3 years in a leadership role managing managers.
* Proven track record of driving performance in member or customer-facing teams, preferably in a tech or subscription-based business.
* Strong analytical skills and experience using data to drive decisions and process improvements.
* Excellent communication and interpersonal skills for managing teams and collaborating across functions.
* Experience in process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
* Ability to manage escalations effectively and provide timely, member-focused solutions.