Operations Lead

• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• This position is not open to candidates in: California, Massachusetts, New York, New Jersey, Oregon, Connecticut, Minnesota, Colorado

Curious? Join the InsiteJourney! Full‑Time, Up to 80% Travel Living location requirements: Must currently be located in Dallas, Atlanta, a max 3‑hour commute to HQ (I.E. Orlando, Tampa, Fort Lauderdale, Naples, Lakeland, Winter Haven, Bradenton, Miami, etc.), or willing to relocate to Cape Coral with a relocation package Why join Insite? 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). We also offer rotating employee events and activities, Hawaiian Fridays, and employee celebrations! Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together! As an Operations Lead, you will step into client environments with a clear mandate to stabilize performance, improve results, and drive measurable outcomes. You will operate as a hands‑on leader with executive presence, capable of quickly diagnosing issues, making decisions, and leading teams to hit critical performance targets. You will take ownership of underperforming operations, implement structure, and deliver results at speed. You will also play a key role in building and expanding our operational services, including developing tools, frameworks, and repeatable approaches that drive consistent outcomes across engagements. This role requires a strong bias for action, comfort in ambiguity, and the ability to lead from the front. How you can be Exceptional in this role: Step into underperforming client operations and quickly assess performance, risks, and gaps Take ownership of key performance metrics, including service level, productivity, cost, and quality Develop and execute plans focused on stabilizing operations and driving immediate improvement Lead from the front, working directly with frontline teams and leadership to drive behavior change Establish clear performance expectations and hold teams accountable to results Identify and resolve operational issues quickly, making informed decisions with incomplete data Build and deliver clear, concise executive updates on performance, risks, and actions Partner with clients to implement sustainable improvements that extend beyond initial engagements Contribute to the development and expansion of Insite’s operational services, including tools, frameworks, and delivery models How you will help us Succeed together: 10+ years of BPO or multi‑site contact center operations with proven ownership of performance outcomes, including service level, cost, productivity, and quality Demonstrated success leading underperforming or turnaround environments, driving measurable improvement through strong decision‑making, prioritization, and execution Ability to influence and lead at all levels, from frontline to executive stakeholders, with clear communication and executive presence Experience implementing performance management structures, driving accountability, and leading teams in fast‑paced, high‑pressure environments Strong operational and financial acumen, including labor modeling, cost optimization, and performance analysis Experience building or scaling operational frameworks, playbooks, and repeatable delivery models, with a track record of expanding client relationships through operational success Ability to operate independently in remote environments, lead without constant oversight, and adapt quickly to changing client needs Strong analytical capability with advanced Excel skills and the ability to translate data into clear, executive‑level PowerPoint presentations How you can Stand out: Applied experience with Lean, Six Sigma, or similar process improvement methodologies Experience supporting consulting or client‑facing service delivery models Background working across multiple industries or complex, multi‑client environments Equal Opportunity Employer M/F/D/V #J-18808-Ljbffr Insite-Managed-Solutions