Job Description:

We are seeking a dynamic and results-driven project manager to join our National Operations team. This role will be pivotal in enhancing our Customer Support functions, leading strategic projects to improve processes and ensure the delivery of top-notch front-line virtual support. As an Operations Manager, you will lead a small team of individual contributors and function as a “player-coach”, spearheading initiatives to improve the customer experience and operational excellence of our offshore vendor teams. 

Responsibilities:

**This is an onsite role***

Offshore Vendor Management and Enablement:

• Provide enablement support to key offshore vendors to ensure alignment with Compass's standards and objectives.
• Monitor vendor performance and KPIs
• Develop a strong feedback loop with vendor leadership and team leads to ensure continuous improvement of operations
• Develop, implement, and track improvement plans as necessary 
• Move fast and partner cross-functionally to implement best practices to enhance efficiency and customer satisfaction.

Process Improvement:

• Identify, analyze, and improve existing customer support processes
• Design and execute pilot programs to test new ideas and processes, evaluating outcomes and integrating successful initiatives into standard operations
• Leverage, analyze, and summarize data to drive key decision-making

Project & Program Management:

• Develop and track comprehensive project plans to support OCRs
• Effectively communicate project status, roadblocks, and results to stakeholders; anticipate and proactively support change management efforts
• Help oversee and quantify impact of all initiatives on team roadmap

Team Leadership:

• Manage, mentor, and coach a team of individual contributors
• Foster a collaborative and high-performing team environment
• Collaborate without ego and serve as a key liaison between Customer Support and other departments

Required Skills & Qualifications:

• B.A. or B.S. degree with a minimum 4+ years of experience in operations, program / project management, and/or process improvement 

Communications: 

• Exceptional verbal and written communication skills (Docs, Decks/PPTs, emails) 
• Ability to tailor communications to different audiences

Problem Solving & Analytics: 

• Strong analytical and problem-solving skills; able to connect business or operational metrics to the work they are doing to show the impact
• Demonstrated ability to think strategically and desire to drive operational excellence
• Fluent and comfortable with Excel / Google sheets data analysis & visualization 

Project Management: 

• Strong organizational, planning and project management skills
• Ability to manage multiple projects simultaneously and prioritize effectively

Team & Self Leadership: 

• Comfortable managing team members with different skill sets and technical areas of focus
• Resourceful, solution-oriented mindset and proactive work approach, with an ability to operate fairly independently
• Ability to thrive in a fast-paced, ambiguous environment
• Attention to detail and a commitment to delivering high-quality work

Preferred Skills & Qualifications: 

• Experience in offshore vendor management and enablement
• Experience in customer support or contact center operations 
• Familiarity with ZenDesk Explore or Microsoft PowerBI is a plus