Operations Manager (remote-friendly)

Position Summary: Supervise the activities of assigned operational teams and ensure all client needs are being met.

Essential Duties:

• Client Management
  • Coordinate all client business accounts, ensuring all deadlines are met in a timely and orderly fashion.
  • Maintain the client relationship and oversee client satisfaction.
  • Build relationship by establishing trust and credibility through regular meetings and communication.
  • Provide feedback to client on an ongoing basis.
  • Respond to all client calls, emails, and texts within 24 hours.
  • Exceed quality expectations by constantly monitoring data and results, proactively informing the client of any concerns, and working with the team to immediately correct and improve results.
  • Resolve promptly key operational problems/issues.
  • Conduct or attend in-person meetings at client or BARE offices.
  • Complete other duties as assigned.

• Team Management
  • Supervise daily all project team members (including Key Account Managers, Team Leads, Project Managers, Junior Project Managers, and Resource Managers).
  • Provide training, coaching, and mentoring to new and existing employees; assist in the orientation/acclimation process for new employees.
  • Communicate effectively and positively with team members in many locations with diverse backgrounds.
  • Organize team meetings and participate in regular 1:1's with each team member for ongoing coaching and development.
  • Address performance issues when necessary and keep accurate documentation of all performance counseling sessions, positive or performance-improvement.
  • Motivate team's participation towards operational goals.
  • Monitor workloads, and coach and motivate staff with clear goals and feedback.
  • Conduct regular formal performance appraisals for each team member and follow up on individual goals.
  • Conduct team audits to ensure adherence to processes and procedures.
  • Create a customer-focused and positive team spirit.

• Development, Optimization, & Delivery of Client Projects
  • Guide and assist assigned staff with evaluator recruitment; ensure quality control of projects, set up research surveys/accounts, audit submitted reports as needed.
  • Define and communicate client needs, goals, methodologies, and research scopes to the team.
  • Build reports; set-up questionnaires and surveys when needed.
  • Identify Operational/Fieldwork issues and recommend solutions.
  • Author project summaries, analyses, or case studies when required.
  • Manage the reporting needs of clients with close cooperation of the Business Intelligence team.
  • Create and conduct tailored presentations to clients.

• Cost Control
  • Monitor client budgets and billing process for accuracy and timeliness.
  • Monitor project budget; evaluate and implement opportunities to reduce operational costs.
  • Calculate and submit monthly client invoicing and evaluator payments.
  • Research and resolve evaluator payment issues and questions.
  • Compile monthly financial reports (e.g. Shop Metrics, Revenue Analysis, Budgets, etc.).
  • Communicate monthly revenue analysis wins and opportunities with team; set goals and strategies for cost-cutting and cost optimization.
  • Develop and implement operational strategies to maximize efficiency and eliminate waste/redundancy.
  • Remain aware of all specification changes and subsequent impact on costing and client fees; communicate changes, impact, and solutions to BARE leadership.
  • Remain educated on BARE "cost-out" model.

• Internal Communication & Strategy
  • Assist in strategy development and execution.
  • Organize and attend Internal Project, Account Review, and Operational meetings.
  • Assist with the implementation of company policies and procedures through leadership by example.
  • Participate in management meetings; provide consultative feedback to management and superiors; provide advice and assistance to senior management in the planning, implementation, and evaluation of modifications to operations, systems, and procedures.

Required Education, Experience, & Skills:

• Bachelor's degree and three years' relevant work experience.
• Knowledge of customer experience industry, relevant business cycles, and evaluation programs.
• Knowledge of BARE's program operations.
• Demonstrated leadership skills, including:
  • Ability to anticipate future needs.
  • Ability to cope effectively with unanticipated events.
  • Ability to provide purpose, motivation, and direction to team members.
• Proven conceptual and strategic skills.
• Record of developing and documenting procedures and processes based on knowledge and experience.
• Demonstrated ability to communicate effectively verbally and in writing at all levels within and outside of the organization.
• Proven ability to respond to team and customer needs in a timely and effective manner.
• History of meeting commitments on time and on budget.
• Demonstrated ability to problem-solve and find creative solutions to problems using available resources.
• Record of providing recommendations to improve quality and productivity in a clear and comprehensive manner.
• History of managing multiple projects at different stages in a deadline-driven environment while always keeping costs and budgets in mind.
• Proven ability to produce required deliverables within established timelines including while under pressure or within tight turnaround times.
• Demonstrated ability to self-motivate and work effectively with minimal supervision.
• Ability to receive and apply constructive criticism for professional growth.
• Advanced proficiency with Microsoft Outlook, Word, and Excel.
• Proficiency with Apollo software strongly preferred.
• Knowledge of and ability to demonstrate BARE values and serve as a role model for the team.

BARE International recognizes the immense value of diversity, the intrinsic need for inclusion, and the current barriers to true equity. Should you desire reasonable accommodations in submitting your interest for this role, please contact Nicole Lekus, US HR Manager, at [email protected]. All protected classes are especially encouraged to apply. BARE does not discriminate against any individual regardless of sex, gender, sexual orientation, gender identity, veteran status, differing abilities, ethnicity, nationality, religion, or any other protected factor.

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