TaskUs

Senior Operations Manager

3+ months agoTeresa, Philippines

So what does a Senior Operations Manager really do? Think of yourself as someone who will have direct responsibility over the operations process, embracing design, planning, control, performance improvement, and strategy. You will serve our customers through the development and implementation of best in class methods and procedures. Since our culture is at the core of our business, you must possess high integrity, be a professional, courageous, and have a resilient attitude. 

We make sure we get the best of the best, after all, we are a ridiculously good company, and we make sure our employees are top notch! Now, we need your full concentration because it’s time to imagine what it’s like being a Senior Operations Manager.

Imagine yourself going to work with one thing on your mind: to establish a high standard for productivity, quality, customer service, and defined guidelines for day-to-day results. You will have oversight to a team of employees, providing training to ensure our company's operations run smoothly. You will implement procedures, provide information to senior leaders, and generate ideas to help increase productivity. You will directly oversee Teammates, Team Leaders and the Operations Management team, and ensure positive morale for effective daily operations. You will be tasked to make suggestions for systems and process improvements using your knowledge of daily ground operations.

As a Senior Operations Manager, you will own a wide spectrum of responsibilities, thus, you must be able to multitask with ease and proficiency. You will own the development of company systems for customer interaction and control its implementation process. You will manage and improve campaign  performance through monitoring, problem resolution, system audits and quality assurance measures. You will ensure that staff performance reviews are consistently conducted, assess Teammates’ needs, articulate cost/benefit analysis and other operational strategy assessments.

Besides day-to-day operations, you will maintain an open line of communication between your Teammates and senior management. You will be responsible for all aspects of operations which include monitoring staffing, temporary coverage and training, delivering excellent client service, and resolving problems that may arise. What else? Well, you’ll need to develop individual and team goals and implement plans in order to carry out the objectives. 

As a leader, you will guide your Operations Managers to meet all team and individual goals. You must be able to summarize, collect and analyze trends and data for regular performance reports; be adept at preparing an annual budget after estimating necessities, correcting overspending, analyzing cost variances and scheduling expenses. You will oversee systems maintenance and upgrade implementations; or call for repairs and trouble-shooting as needed. You will maintain consistent professional improvement through company provided workshops, tracking trends and actively participate in team projects.

So, do you have what it takes to become a Senior Operations Manager?

Creating a Culture of Awareness and Prevention: 

TaskUs believes in being transparent with our new employees about their job duties and the possible impact.  Some of our campaigns include disturbing content. Examples of these types of material may include but are not limited to:
  • Child exploitation and abuse
  • Animal torture
  • Gang Violence
  • Murder
  • Hate Speech
As a content moderator it is important for you to know the potential risks related to this type of work.  While TaskUs is focused on employee wellness by having counselors on-site, resiliency programming, and other wellness initiatives, exposure to graphic and disturbing content is unavoidable. Some individuals with a sensitivity to viewing graphic or disturbing content may be at risk for developing distress, mental health symptoms, or, in rare instances, Secondary Traumatic Stress based on the content they are viewing. 
TaskUs reserves the right to reassign content moderators to other TaskUs projects based on staffing needs, employee performance, and other considerations.

In order to help create a community that is safe for all employees, the Resiliency and Wellness Team takes an active role in the primary prevention of mental health concerns through direct practice efforts, e-learning, skills training, and outreach efforts to the TaskUs community. Our programs seek to raise awareness about psychological issues, challenge ideas that contribute to social inequity, disempowerment, and discrimination, as well as the underlying structures that support them. In addition, our programs empower employees to find and use their voices in a healthy and productive way. 

Note: Regular Health and Wellness counseling will be mandated for employees in Content Moderation roles.

Requirements:

So what is it we’re looking for? Since this is a Senior Operations Manager post, we need someone with experience to even call themselves as one -- if you have at least 5 years of operations management experience; held a leadership position in a customer service role; strong organizational, analytical and managerial skills; possess excellent verbal and written communication skills; and are a highly motivated self-starter, then that’s a definite plus!

Consider yourself highly qualified if you have handled at least 600 FTEs with an excellent track record of meeting targets; with strong computer skills especially in using Microsoft and Google applications. If you can work efficiently in a fast-paced environment, have the ability to build productive business relationships with clients, then you might be the person we want to meet! 

About Us

TaskUs is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure,

TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech and HealthTech.

TaskUs has approximately 27,500 employees across eighteen locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.