Regional Operations Manager

The Regional Operations Manager leads all members of a geographic region team and ensures service delivery in a manner that meets or exceeds client expectations. This position is directly responsible for ensuring that the region achieves the financial, operational, performance and related objectives that are set for the region.

What You'll Do:

• Manage team to ensure that the core operational processes of vendor onboarding, vendor administration, and work order processing are properly followed; makes recommendations for substantive and procedural improvements
• Set clear goals and expectations for all regional team members; ensure accountability and consistency across the region
• Ensure the team meets daily operational expectations by tracking service delivery, ensuring client and vendor Service Level Agreements (SLAs) are met, reviewing call center production, evaluating work order completion timing – in-scope and out-of-scope, maintaining application compliance, and monitoring other department Key Performance Indicators (KPIs) and objectives
• Maintain accountability and ensure that performance trackers are accurate and updated, site additions/deletions are reconciled with vendor additions/deletions, financial credits are properly added to accounts, and event duplication reports and corrections are reviewed
• Manage, monitor and track vendor performance; implement strategies to meet or exceed targeted performance levels
• Thoroughly understand the scope and terms of each client’s contract within the region; communicates specifics to all regional team members and ensures the same for vendors
• Work closely with account team members to understand any contract/term changes for each client and inform regional team; communicate changes as appropriate
• Work closely with the Compliance team; ensure the organization, vendors and clients meet compliance standards
• Assist in client transition from Sales and Implementation to the Operations team
• Implement work order processes and procedures for initial proposal, pricing, standard formats, and approval for specific client in conjunction with other internal departments
• Provide operational feedback to the Account Operations team in a manner that allows them to effectively and proactively communicate to the client
• Work with Account Operations team to process non-contract client requests (out-of-scope/reactive/enhancement) and ensure work is scheduled and completed in a timely manner
• Communicate closely with the Account Management team and provide documentation for client meetings
• Work with department leadership to set the annual revenue budget and achieve the budgeted financial goals particular to the assigned region
• Collaborate with other internal departments in a manner that fosters teamwork and provide solutions to clients and vendors
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel requirements: Travel expected up to 10% of the time

You Should Have:

• Bachelor’s degree preferred, Associate degree in a business-related field or equivalent experience required
• Experience with budgeting and P&L management preferred
• 5 years or more of customer service experience required
• 3 years management experience required
• Proficient in all people management processes, including recruitment, performance management and compensation
• Proficient in building, growing and developing a team; including department structure, design, and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence