Operations Manager

Work Mode: Remote (occasional office visits for events)Employment Type: Full-Time Employee (Payroll-based contract with statutory benefits, social security and tax deductions)Contract Duration: 12 months (initial)Work Schedule: 9:00 AM – 5:00 PM EST (Some flexibility based on the time difference if needed)
About the RoleWe are seeking an Operations Specialist (Support Operations Lead) to support the implementation of the Optimize Helpdesk strategy while driving operational excellence across the global Helpdesk team. This role serves as a key partner to stakeholders, helping to establish operational standards, improve processes, and ensure alignment with the Helpdesk roadmap.The ideal candidate will contribute to building scalable support operations by identifying opportunities for continuous improvement, developing standard operating procedures and training documentation, and supporting the successful implementation of new processes and operational initiatives. This position requires strong collaboration, problem-solving, and stakeholder management skills to help deliver consistent, high-quality support across a global organization.
RequirementsBachelor's degree or Graduate degree with an outstanding academic record. At least 7 years of professional experience, including 5 years of Vendor Management Office (VMO) experience or Procurement Operations within a professional services firm, global corporate organization, or BPO firm. In-depth knowledge of applying due diligence across all procurement phases, from requirements gathering to supplier relationship management and service exit, preferably in indirect procurement. Strong communication and interpersonal skills, including the ability to present to a global audience regularly and build highly effective, collaborative relationships. Ability to drive change without explicit mandates, meet deadlines, and inspire confidence among senior leadership. Experience deploying technology solutions, creating new processes, and driving organizational adoption of those processes. Ability to work effectively in ambiguous environments and manage unpredictable outcomes. Experience managing global or virtual teams across multiple time zones.
ResponsibilitiesContribute to implementing the strategy for the Optimize Helpdesk team. Build rapport with stakeholders, serving as an interface, thought partner, and customer service expert. Establish a strong network and collaborate with Operations and Optimize leaders to create and implement operational standards. Help implement priorities, partner requirements, and sequential steps in operationalizing the Helpdesk roadmap while ensuring alignment across the organization. Develop an understanding of current operations to identify gaps, resolve issues and escalations, improve operational efficiency, and drive continuous improvement. Build and maintain Standard Operating Procedures (SOPs) and training documentation. Support the global Optimize Helpdesk team, including quality control, with a focus on standardizing and simplifying processes. Demonstrate a customer service mindset and develop processes and methods to enhance the knowledge and skills of the Optimize Helpdesk team. Support initiatives by creating new support processes, guidelines, and protocols for the assigned area of responsibility to ensure project and support stream success. Foster an environment of trust, teamwork, self-confidence, and ownership within the team. Serve as a role model for problem-solving, managing difficult conversations, and resolving sensitive escalation issues. Comply with and support ESG and Risk strategies, requirements, and OKRs.