Department Manager, Operations

About the Role

This opportunity is with a partner company based in the United States seeking a Department Manager for Operations. The role involves leading a customer-focused operational team to drive daily performance and foster continuous improvement within a mission-driven setting. The individual will be responsible for ensuring smooth service delivery, maintaining high team productivity, and delivering a consistently excellent customer experience.

This position blends operational leadership, employee development, process enhancement, and cross-functional teamwork. The chosen candidate will provide guidance to supervisors, address complex challenges, and help devise strategies to boost productivity and service outcomes. Adaptability, sound judgment, and the ability to effect positive change in a fast-moving environment are essential.

Key Responsibilities

• Oversee daily operations of the department to guarantee achievement of service levels, productivity targets, attendance standards, and quality customer experiences.
• Track operational performance metrics, identify areas for enhancement, and execute solutions that improve efficiency, quality, and first-contact resolutions.
• Lead and mentor supervisors by delivering guidance, performance feedback, conflict resolution assistance, and opportunities for professional growth.
• Organize supervisor meetings, support quality assurance efforts, and encourage uniform coaching throughout the team.
• Collaborate with leadership teams on strategic planning, operational initiatives, communications, and process improvements.
• Regularly review and update procedures, workflows, and role responsibilities to reflect changing business needs and improve operational effectiveness.
• Manage employee performance activities such as goal setting, evaluations, recognition programs, and provide input on compensation recommendations.
• Ensure adherence to company policies, regulatory obligations, privacy standards, and best practices within the industry.
• Work closely with technology, web, human resources, and other operational units to enhance processes and coordinate projects.
• Support recruitment, onboarding, training, workforce planning, and business continuity efforts to maintain operational readiness.
• Foster strong relationships with staff, stakeholders, and external partners to address issues and promote collaboration.

Candidate Requirements

• Bachelor’s degree accompanied by a minimum of three years of relevant experience, or five to seven years of professional experience in related fields.
• At least three years of supervisory or managerial experience shaping and supporting team development.
• Prior experience managing operational teams, customer service units, call centers, or similar service environments is preferred.
• Comprehensive understanding of business processes, service operations, and customer experience best practices.
• Capability to juggle multiple tasks, projects, and responsibilities effectively in a fast-paced setting.
• Strong leadership, coaching, and interpersonal skills able to inspire team motivation.
• Analytical thinker with excellent problem-solving skills, including investigation and recommendation abilities.
• Proficient verbal and written communication skills, comfortable interacting at all organizational levels.
• High attention to detail with solid organizational and project management skills from inception to completion.
• Flexibility to adapt to shifting priorities while keeping operational objectives in focus.
• Professionalism, reliability, and a strong dedication to teamwork and continuous improvement.

Compensation and Benefits

• This role offers a competitive yearly salary between $88,000 and $109,000 depending on experience, education, and qualifications.
• Comprehensive medical, dental, prescription drug, and vision insurance with full family coverage paid by the employer.
• Employer-funded pension plan at no cost to the employee.
• 401(k) retirement plan with matching company contributions.
• Flexible Spending Accounts (FSAs) for health care and dependent care expenses.
• Paid time off programs, including vacation.
• Flexible work arrangements with hybrid work-from-home options and flexible start times.
• Lunch stipends for onsite café access.
• Opportunities for tuition reimbursement.
• A supportive nonprofit work environment focused on employee development and collaboration.

Additional Information

This position requires interaction with an AI-enhanced application review system designed to ensure objective and fair candidate selection. The company's team ultimately makes all hiring decisions. Applicants' data will be processed in compliance with applicable data protection rights and regulations.