Operations Manager - RAD-GLX (start date: 06/17)

Operations Manager

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing 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, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Think of yourself as the captain of your department — not just anyone is cut out for this role! At TaskUs, we don't just hire employees; we hire top-tier problem-solvers who thrive in dynamic, high-stakes environments. As an Operations Manager, your mission is to lead your team, drive operational excellence, and ensure that every rider assistance request and dispatch decision is handled with precision, care, and absolute compliance.

Imagine yourself starting your day with one thing in mind: it's not just about KPIs—it's about keeping your riders, team, and operations safe, efficient, and ready to handle anything. Your work will directly impact the passenger experience, ensuring that every autonomous vehicle interaction is safe, smooth, and effective.

Responsibilities:

• Ensure the Rider Assistance & Dispatch (RAD) team consistently meets operational KPIs, contact handling times, and critical safety benchmarks.
• Create innovative processes and strategies that empower each team member to perform at their best in high-pressure passenger support situations.
• Be visible and approachable—walk the floor, connect with your team, provide coaching, and make them feel valued.
• Identify each teammate's strengths and areas for growth, assigning tasks that challenge them while showcasing their talents.
• Manage, mentor, and develop team leaders and trainers to ensure long-term growth and operational excellence across the account.
• Coordinate with cross-functional teams (Safety, Workforce Planning, Training) to manage rider support workflows efficiently and safely.
• Develop, implement, and continuously improve remote rider assistance protocols, dispatch playbooks, and system readiness drills.
• Monitor and analyze program metrics, using data to drive decisions, optimize workflows, and improve overall team performance.
• Develop, maintain, and improve Rider Assistance procedures, remote dispatch command protocols, and passenger escalation frameworks.
• Manage RAD staffing, schedule alignment, and resource readiness, ensuring coverage flexibility to sync with night-shift and graveyard leadership teams.
• Coordinate remote responses to passenger inquiries or dispatch needs involving autonomous vehicles and ensure proper escalation, compliance tracking, and zero compromise on safety guidelines.
• Partner with Safety, Operations, Quality, and Client teams to ensure rider handling processes align strictly with regulatory, compliance, and client program standards.
• Monitor and report on operational metrics (e.g., response times, customer satisfaction, passenger de-escalation, adherence) and drive continuous improvement initiatives.
• Oversee comprehensive 5-to-6-week training programs, process nesting periods, and operational readiness tracks for upcoming waves.
• Develop contingency plans for high-impact passenger volume scenarios and support aggressive expansion strategies into new markets.
• Ensure team performance strictly meets safety compliance guidelines and rigorous client quality standards.
• Manage department performance metrics, staffing forecasts, and roster due dates tied to complex ramp planning.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field; or equivalent experience.
• 1+ years of operations management experience, preferably in high-volume, tech-enabled, or safety-critical environments (e.g., mobility, logistics, autonomous vehicle support, transportation).
• Proven track record of managing structured customer service, tech-heavy logistics, or remote assistance operations.
• Experience working cross-functionally with client teams, quality assurance, workforce management, and training departments.
• Excellent analytical skills; able to use data, pipeline metrics, and operational reports to drive decision-making and process improvement.
• Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi-disciplinary support teams.
• Comfortable working on-site at the designated facility and supporting fluctuating program demands.
• Ability to thrive in a fast-paced, rapidly expanding market environment and adapt quickly to process changes.

Minimum Requirements:

• Two plus years of managing supervisors/Team Leaders with established KPIs.
• One plus year of client management or internal stakeholder engagement experience (nice to have).
• Bachelor's degree in business administration or management.
• Excellent communication and presentation skills.

Job Expectations:

• This role will be dedicated to managing the RAD (Rider Assistance & Dispatch) Team.

Competencies:

• Strategic Planning
• Process Improvement
• Resource & Capacity Management
• Safety Compliance & Performance Metrics
• Team Leadership & Mentorship
• Client & Stakeholder Relationship Management
• Risk Analysis & Mitigation
• Expansion & Ramp Delivery
• Data-Driven Decision Making
• Communication & Presentation Skills

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.