Operations Manager

Job Summary

Client is transforming the way restaurants scale and operate in the digital. Through a suite of delivery-first technology tools and logistics infrastructure, Client empowers food entrepreneurs to reach more customers with less overhead.

Our support team is critical to this mission — ensuring restaurant partners experience fast, clear, and empathetic technical assistance every step of the way.

As the Operations Manager, you will be responsible for overseeing and optimizing the day-to-day operations of our business processes. This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management.

• Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards.
• Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals.

Team Management:

• Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals.
• Foster a positive and collaborative team culture, emphasizing continuous learning and development.

Process Improvement:

• Identify and implement process improvement opportunities to streamline operations and enhance service delivery.
• Work closely with cross-functional teams to drive efficiency and effectiveness in business processes.

Performance Monitoring:

• Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met.
• Utilize data and analytics to make informed decisions and drive continuous improvement.

Client Collaboration:

• Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery.
• Establish and maintain strong client relationships through effective communication and performance reviews.

• Work with the Operations Director, SOM, and Department Leaders to execute strategic projects.
• Oversee and direct daily business operations for optimum efficiency.
• Perform weekly meetings with operations staff to discuss metrics and deliverables.
• Submit business reviews and reports to Enshored's leadership team and clients as needed.
• Set operational goals, objectives, and develop strategies to meet client SLAs (productivity, quality).
• Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
• Work with Enshored team members to support organic growth.
• Must be able to foster a positive and productive work environment, with the ability to lead, build teams, and motivate staff.
• Frequently evaluate and analyze business productivity and performance.