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Monitor and evaluate teammate performance, prepare weekly/monthly quality reports, identify and escalate quality issues, verify fixes, run calibration and side-by-side feedback sessions, and attend business reviews with team leads, operations managers, and clients.

Lead quality operations to ensure program metrics and SLAs are met. Mentor and guide QA staff, conduct audits, analyze performance data, recommend improvements, and develop action plans to drive process and service excellence.

The posting provides company background, culture, benefits, equal opportunity information, and application guidance, but does not specify the Operations Manager role’s responsibilities or qualifications.

Leads a team delivering end-to-end HR process transformation across functions and geographies. Responsibilities include project planning, stakeholder management, business-to-technical requirements translation, UAT, system deployment, change management, training, documentation, risk mitigation, and continuous improvement. The role oversees process mapping, data migration, adoption, post-deployment support, policy development, and measurable efficiency gains while developing team talent and aligning people strategies with business priorities.

Lead planning, execution, and delivery of moderate-to-high complexity projects, aligning Training, Design, and Technical Writing with engineering and client goals. Drive change management, manage cross-functional dependencies, report on project KPIs, act as primary client contact, and ensure operational readiness for global support teams.

Provide world-class customer support via phone, email, and live chat; research and resolve inquiries using internal tools; document and escalate issues; meet KPIs; participate in trainings; collaborate with teams and follow company policies.

Review digital content (videos, images, posts, ads) and apply client policies to assess age-appropriateness, violence, sexual content, and political transparency. Escalate issues, meet KPIs, participate in wellness programs, and adhere to confidentiality and security requirements.

Provide world-class customer service via phone, email, and chat: resolve inquiries, troubleshoot issues, escalate when needed, document interactions, follow KPIs and SOPs, participate in training, and collaborate with teams to improve customer experience.

Provide world-class customer service across phone, email, and chat by resolving inquiries, documenting interactions, escalating unresolved issues, following KPIs and procedures, troubleshooting, and collaborating with internal teams while participating in training.

Create and maintain technical documentation, knowledge bases, FAQs, and learning content. Work with engineers, SMEs, and support teams to translate complex technical information into clear, audience-appropriate materials across media, gather usability feedback, and revise documents as needed.