Senior Service Operations Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

The Senior Service Operations Manager plays a critical role in overseeing and optimizing service operations to ensure high efficiency and customer satisfaction. This role involves managing a team of service professionals, developing and implementing operational strategies, and continuously improving processes and workflows. The Senior Service Operations Manager is also responsible for setting performance goals, monitoring key performance indicators, and ensuring adherence to quality standards. With a focus on both strategic planning and day-to-day execution, this role is pivotal in driving service excellence and operational success in a dynamic business environment.

- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 7-10 years’ experience in service operations or a similar role.
- Proven leadership skills with at least 5 years of experience managing a team.
- Strong project management skills, including the ability to manage multiple projects simultaneously.
- Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions.
- Proficiency in using service management software and tools.
- Exceptional communication and interpersonal skills.
- Ability to build and maintain strong relationships with clients and cross-functional teams.
- Experience in developing and implementing standard operating procedures and best practices.
- Strong understanding of budget management and financial acumen.
- Ability to handle escalated customer complaints and resolve complex service issues.
- Knowledge of industry trends, innovations, and regulatory requirements.
- Commitment to maintaining high health and safety standards.
- Demonstrated ability to lead continuous improvement initiatives.
- Strong organizational skills and attention to detail.
- Ability to work under pressure and meet tight deadlines.
- Flexibility to adapt to changing business needs and environments.

- Oversee daily activities of the service operations team to ensure smooth and efficient service delivery.
- Monitor and analyze service performance metrics to identify areas for improvement.
- Develop, document, and enforce standard operating procedures (SOPs) and best practices.
- Lead and manage service operations projects from start to finish, ensuring timelines and budgets are adhered to.
- Conduct regular team meetings to communicate objectives and troubleshoot issues.
- Liaise with clients to understand their needs and ensure high levels of satisfaction.
- Collaborate with sales, marketing, and product development teams to enhance service offerings.
- Prepare and present detailed performance reports to senior management.
- Develop and manage the service operations budget, focusing on cost-effectiveness.
- Train, mentor, and support team members in their professional growth.
- Implement and oversee health and safety protocols within the team.
- Handle escalated customer complaints and resolve complex service issues.
- Stay informed about industry trends, innovations, and regulatory changes.
- Conduct regular audits and evaluations to ensure compliance with policies and regulations.
- Facilitate continuous improvement initiatives to enhance service quality and efficiency.

The ideal candidate for the Senior Service Operations Manager role will possess a Bachelor's degree in Business Administration, Operations Management, or a related field, along with a minimum of 7-10 years' experience in service operations or a similar role, demonstrating proven leadership capabilities with at least 5 years of managing a team. This individual will have strong project management skills, proficiently handling multiple projects simultaneously while maintaining exceptional analytical and problem-solving abilities to interpret data and make informed decisions. Mastery in utilizing service management software and tools, coupled with excellent communication and interpersonal skills, will enable them to build and maintain robust relationships with clients and cross-functional teams. They will be adept in developing and implementing standard operating procedures and best practices, possess a strong understanding of budget management, and demonstrate financial acumen. The ideal candidate will excel in resolving complex service issues and handling escalated customer complaints, staying abreast of industry trends, innovations, and regulatory requirements. A commitment to high health and safety standards, leading continuous improvement initiatives, and showcasing strong organizational skills and attention to detail under pressure are essential. Personal attributes such as adaptability, flexibility, emotional intelligence, empathy, a proactive approach, and integrity will set this candidate apart. They will be a strategic thinker, a collaborative team player with a strong customer-focused mentality, and someone who demonstrates resilience and perseverance in facing challenges. The perfect candidate will have a high degree of accountability and ownership, leveraging technology for operational efficiency, making data-driven decisions, and exhibiting a commitment to ongoing personal and professional development.

- Oversee and coordinate the daily activities of the service operations team to ensure efficient, high-quality service delivery.
- Monitor service performance metrics and analyze data to identify areas for improvement and implement corrective actions.
- Develop, document, and enforce standard operating procedures (SOPs) and best practices.
- Lead and manage service operations projects from inception to completion, ensuring timelines and budgets are met.
- Conduct regular team meetings to communicate objectives, share updates, and troubleshoot issues.
- Liaise with clients to understand their needs, address concerns, and ensure their satisfaction with the service provided.
- Collaborate with cross-functional teams, such as sales, marketing, and product development, to enhance service offerings.
- Prepare and present detailed reports on service operations performance to senior management.
- Develop and manage the service operations budget, ensuring cost-effectiveness while maintaining high service standards.
- Train, mentor, and support team members in their professional development and day-to-day tasks.
- Implement and oversee health and safety protocols within the service operations team.
- Handle escalated customer complaints and resolve complex service issues.
- Stay up-to-date with industry trends, innovations, and regulatory changes to keep the service operations competitive.
- Conduct regular audits and evaluations of service processes to ensure compliance with company policies and regulatory requirements.
- Facilitate continuous improvement initiatives to enhance service quality and operational efficiency.

- Strong leadership and management skills
- Proven ability to inspire and motivate a team
- Excellent problem-solving and critical thinking abilities
- Adaptability and flexibility in dynamic environments
- High level of emotional intelligence and empathy
- Strong work ethic and a proactive approach
- Excellent communication and interpersonal skills
- Strong organizational and multitasking abilities
- Detail-oriented with a focus on accuracy
- Ability to remain calm under pressure
- Results-driven and performance-oriented
- Strategic thinker with a continuous improvement mindset
- Strong customer-focused mentality
- High level of integrity and professionalism
- Collaborative team player
- Innovative and forward-thinking approach
- Resilience and perseverance in facing challenges
- Commitment to ongoing personal and professional development
- Proficient in leveraging technology for operational efficiency
- Strong decision-making capabilities based on data analysis
- Ability to build and maintain trust-based relationships
- High degree of accountability and ownership

- Competitive salary range: $80,000 - $120,000, commensurate with experience
- Comprehensive health benefits (medical, dental, and vision insurance)
- Generous paid time off (PTO) including vacation, sick days, and holidays
- 401(k) retirement plan with company match
- Flexible work schedule with remote work options
- Professional development and training opportunities
- Tuition reimbursement program
- Employee wellness programs, including mental health support
- Performance-based bonuses and incentives
- Life and disability insurance
- Employee assistance program (EAP)
- Opportunities for career advancement and internal promotions
- Collaborative and inclusive work environment
- Company-sponsored events and team-building activities
- Access to cutting-edge service management tools and technologies
- Paid parental leave and family support programs
- Travel reimbursement or company car program for job-related travel
- Discounted company products or services
- Recognition and rewards programs
- Wellness stipends or gym membership discounts