At Sutherland, we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add an Operations Manager who will establish and create strategies that will enhance processes and boost ease and efficiency.
Job Description
As an Operations Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction. You are also expected to:
Job Description
KEY RESPONSIBILITIES:
- Establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations.
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line.
- Identify the training needs that will equip the staff with fundamental skills and knowledge.
- Have a thorough understanding of the various system tools and operational procedures utilized within the program.
- Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
- Conduct all defined and required process compliance and adherence to all team members, partners, and third-party providers.
Our most successful candidates will have:
- A Bachelor’s Degree holder is preferred but not required.
- At least 6 years of work experience in the same industry with 3-4 yrs. of management experience
- Must have experience handling (Customer Service/Technical Support).
- Excellent working knowledge on Microsoft Office applications.
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- Strong analytical skills.
- Demonstrated leadership skills.
- Must be willing to report on a graveyard/shifting schedules.
Internal Qualifications
- 18 months tenure on the recent position
- no disciplinary actions
- FY25 PDP of Exceeds Expectations (4) or Outstanding (5)
Skills Required
- Bachelor's Degree holder is preferred but not required
- At least 6 years of work experience in the same industry
- 3-4 years of management experience
- Experience handling Customer Service/Technical Support
- Excellent working knowledge on Microsoft Office applications
- Ability to efficiently manage time and keep track of multiple schedules
- Strong analytical skills
- Demonstrated leadership skills
- Willing to report on graveyard/shifting schedules
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
