Sr Operations Manager - Onsite in Las Vegas, NV.

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.


Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.


Winner of Comparably's Award for Best Global Culture in 2024, 2023, 2022 and 2021


Gold Stevie Award Winner for Great Employers in 2024 and 2022


We foster an exciting culture of creativity, connection, and commitment


Read more about our culture: Foundever® Stories.


Job Summary

Strong leadership skills with ability to manage multiple teams and large groups of people. Performance Management Skills (coaching, conducting an appraisal). Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer/client relationship management. Good computer skills.


Primary Job Responsibilities

Lead multiple Operations teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI's across the site.


Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.


Line management responsibility for Managers, Coaches and others who are responsible for managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues.


Supervisory responsibility for multiple teams with more than one client. May manage global clients in more than one country or region.


Ensure GOS metrics are consistently achieved and appropriate actions taken to address any shortfall.


Undertake formal quarterly performance reviews and one-one-one meetings with direct reports against KPI's.


Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.


Management of any campaign migration or new business implementation.


Education

Minimum - Degree or equivalent combination of education and directly related experience. Preferred - Business Management/Administration or similar degree


Salary Range

The base pay range for this position is up to $85,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.


Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.


Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.