Operations Manager - DTW (Onsite - ERT)

About TaskUs: 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.

This position is work onsite.

Job Description

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 incident and emergency response is handled with precision and care.

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

Responsibilities:

• Ensure the Emergency Response Team (ERT) consistently meets operational KPIs, incident response times, and safety benchmarks.
• Create innovative processes and strategies that empower each team member to perform at their best in high-pressure 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 members to ensure long-term growth and operational excellence.
• Coordinate with cross-functional teams (Safety, Operations, Engineering) to handle incidents efficiently and safely.
• Develop, implement, and continuously improve emergency protocols, incident response playbooks, and readiness drills.
• Monitor and analyze metrics, using data to drive decisions, optimize workflows, and improve performance.
• Develop, maintain and improve Emergency Response Team procedures, incident command protocols, and escalation frameworks.
• Manage ERT staffing, deployment planning, and resource readiness including field units, support vehicles, and on-call rotations.

• Coordinate responses to incidents involving autonomous vehicles (mechanical, software, environmental) and ensure proper escalation, root-cause review, and mitigation.
• Partner with Safety, Operations, Legal, Communications, and Engineering teams to ensure incident handling aligns with regulatory, compliance, and company standards.
• Monitor and report on operational metrics (e.g., incident response time, de-escalation rate, repeat incident reduction) and drive continuous improvement initiatives.
• Oversee training, simulation exercises, and readiness drills for ERT members and partner vendors.
• Develop contingency and business continuity plans for high-impact scenarios and support expansion into new markets.
• Ensure vendor and partner performance meets safety, quality, and cost standards.
• Manage department budget, staffing forecasts, and vendor contracts tied to emergency operations.

Qualifications:

• Bachelor's degree in Engineering, Safety, Operational Management, or related field; or equivalent experience.
• 1+ years of operations management experience, preferably in high-stakes or safety-critical environments (e.g., transportation, automotive, aviation).
• Proven track record of incident management, crisis response or emergency operations leadership.
• Experience working cross-functionally with engineering, safety, operations and regulatory teams.
• Excellent analytical skills; able to use data and metrics to drive decision-making and process improvement.
• Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi-disciplinary teams.
• Comfortable with travel and field deployment as required (within or outside market region).
• Ability to thrive in a fast-paced, evolving environment and adapt quickly to change.

Minimum Requirements:

• Two plus years of managing supervisors with established KPI's
• One plus year of client management 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 ERT Team

Competencies:

• Strategic Planning
• Process Improvement
• Resource Management
• Performance Metrics
• Team Leadership
• Client Relationship
• Risk Management
• Stakeholder Management
• Decision Making
• Communication 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.

We invite you to explore all TaskUs career opportunities and apply through the provided URL .