Operations Manager

Make a difference. Be happy. Grow your career.

THE ROLE
The Operations Manager will play a vital role in ensuring the seamless operation of the Managed Services business unit by collaborating closely with the Managed Services leadership and shared services. This role requires balancing strategic goals with hands-on execution to ensure that business processes run efficiently and profitably. The Operations Manager will be responsible for upholding high standards of quality, ensuring client and employee satisfaction, and maintaining compliance with all relevant policies and regulations.
Level: A Senior Manager (M4) typically manages a department or small unit that includes multiple teams led by Managers and/or Team Leaders. Responsibilities typically include: • Ownership of short to mid-term (1-3 years) execution of functional strategy and the operational direction of the Department. • Problems faced are often complex and require extensive investigation and analysis. • Requires ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership.
Typical Title: Business Operations Manager, Operations Manager

Key Responsibilities

• Collaborate closely with Managed Services leadership to set and drive goals aligned with Nordic's overall mission and objectives.
• Establish metrics and KPIs to measure success against Managed Services targets and milestones.
• Track progress toward goals, providing regular reports and collaborating with leadership to develop and implement course corrections as needed.
• Analyze operational workflows, identifying bottlenecks and streamlining processes to drive cost savings, improve quality, and enhance speed and responsiveness.
• Ensure alignment between Managed Services and shared services departments (e.g., IT, HR, L&D, Finance, Marketing, Legal, Compliance) to meet business requirements.
• Ensure adherence to corporate policies and procedures, including deal governance, hiring, and expense tracking.
• Support the implementation and operationalization of corporate tools and reporting systems (e.g., PowerBI, Workday, Salesforce, Malbek) to enhance productivity, growth, and collaboration.
• Lead internal communications on Managed Services goals, objectives, and progress through town halls, all-hands meetings, and business reviews.
• Oversee operational reporting, including quality metrics, SLAs, customer satisfaction, and attrition.
• Identify and manage operational risks, working with legal and compliance to minimize exposure and protect the organization’s reputation.
• Conduct research and analyze industry and competitive trends to support the overall growth strategy.
• Oversee performance management to ensure that client and business outcome expectations are consistently met.

Skills and Experience

• BS/BA in related field, post graduate degree strongly preferred, 10+ years related experience including 5 years management capacity.
• Strong verbal and written communication skills with experience working across multiple departments and cross-functional teams
• Ability to manage time effectively by prioritizing tasks and assignment without oversight
• Experience with identifying operational risk and developing mitigation strategies
• Familiarity with PowerBI and Salesforce

Additional Details

• Ability to travel up to 20% of the time.

Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet.