Senior Operations Manager_App Social Video

1. Business Ownership
- Own the overall business performance of assigned accounts, including financial results, operational KPIs, customer experience, and client satisfaction.
- Drive profitability by balancing revenue growth, productivity, cost optimization, and operational efficiency.
- Take full accountability for achieving contractual/SOW commitments and business targets.
- Anticipate business risks and implement mitigation plans before they impact operations.
2. Strategic Planning & Business Execution
- Develop and execute mid-term and long-term operational strategies aligned with company vision and client business objectives.
- Translate business strategy into clear operational roadmaps with measurable milestones and execution plans.
- Lead capacity planning, workforce strategy, budget planning, and resource allocation to support sustainable growth.
3. Leadership & Organizational Alignment
- Lead, coach, and develop Operations Managers to become high-performing business leaders.
- Ensure all Operations Managers align execution with company strategy, client expectations, and organizational priorities.
- Establish a strong culture of ownership, accountability, collaboration
4. Client Partnership
- Serve as the senior operational representative for strategic client relationships.
- Build trusted partnerships with client leadership through proactive communication, business reviews, and strategic consultation.
- Lead Quarterly Business Reviews (QBRs), operational governance meetings, and executive-level business discussions.
- Compliance risk management to ensure fit client's policy
5. Operational Excellence
- Ensure operational performance consistently meets or exceeds all contractual SLAs, KPIs, quality, compliance, and customer experience standards.
- Establish governance frameworks to monitor operational health and business performance.
- Drive root cause analysis and sustainable corrective actions for performance gaps.