Operations Manager

We are seeking a proactive Manager, Fulfillment Operations to lead our team of Analysts through a critical business transformation. This role is pivotal in shifting our operations from manual processing to a state-of-the-art, automated workflow. You will collaborate closely with business owners to ensure flawless customer delivery, while championing a new focus on analyzing the output of automation to drive quality and efficiency.

What you’ll do

• Lead a team of up to 15 Fulfillment Analysts responsible for the design, configuration, testing and delivery of customer solutions

• Develop an operating model for efficient handoff of tasks between US and India based resources

• Coordinate and lead training efforts on configurable platforms while defining new features and functionality required based on incremental revenue opportunities.

• Provide coaching, training and support to a team of direct reports in order to maintain KPI performance and  competency /skill development 

• Actively manage the team's queue of work to ensure task progression and delivery against stated timelines. 

• Publish WIP reporting and prioritize work based on business goalAct as a primary point of escalation for internal or externally identified issues and drive incidents to full remediation.

• Ensures the team is adhering to all regulatory, compliance, security, legal and company policies.

What experience you need  

• Bachelor’s degree in Business, Information Technology, Operations Management, or a related field is essential.

• 5+ years of experience in service delivery, client success, or operations roles—preferably within data, technology, SaaS, or financial services sectors.

• 3+ years of people management experience

• Experience with SQL, Linux shell scripting, C++/Python, along with API, XML/JSON formats

• English proficiency (C1)

• Proven track record of managing complex, high-value client relationships and delivering exceptional service outcomes.

• Experience leading cross-functional teams in a matrixed environment, with a focus on collaboration and alignment.

• Strong background in incident and escalation management, including leading through high-pressure situations with professionalism and transparency.

• Demonstrated success in driving continuous improvement, change management, and service innovation.

• Familiarity with data privacy, compliance, and risk management in regulated environments.

• Proficiency in service performance metrics (e.g., SLAs, KPIs, NPS, CSAT) and using data to drive decisions.

• Awareness of emerging technologies (e.g., automation, AI, cloud platforms) and their impact on service delivery.

• Exceptional stakeholder management and communication skills.

What could set you apart

• Previous management/supervisory experience leading teams responsible for delivery of customer solutions in the financial services, telecommunications, auto or insurance industries

• Previous experience managing a local team with direct reporting into another geography

• Proven track record of building out new operational processes and controls in an information services industry