Operations Manager

About the role

As an Operations Manager at TaskUs, you will manage day-to-day business operations and lead a team of up to 150 FTE. The role focuses on solving business problems through innovation and providing the best possible customer experience to clients. You will report to the Sr. Operations Manager.

Responsibilities

• Manage TaskUs client relationships as the day-to-day point of contact, share performance updates, and present weekly, monthly, quarterly, and annual business reviews.
• Work with team leaders and teammates to ensure they have the skills and knowledge necessary to succeed.
• Use an advanced coaching structure and manage shrinkage to meet company goals and expectations (10%).
• Ensure KPIs are met consistently and solve business problems through innovation. Examples include CSAT, AHT, resolution rate, and shrinkage.
• Scale operations, drive performance management, and foster employee retention.
• Plan and execute teammate engagement with and without a budget, interview team leads, and promote department culture.

Requirements

• Manage a minimum of 90 FTE.
• Have advanced finance knowledge, including billing and invoicing.
• Have the ability to multitask and manage multiple responsibilities.

Datos clave

• Manages a team of up to 150 FTE and a minimum of 90 FTE.
• Requires advanced finance knowledge, including billing and invoicing.
• Reports to the Sr. Operations Manager.