REMOTE: Senior Consultant (Operations Manager)

Job# : 2049180

Job Description : OPERATIONS MANAGER

OPERATIONS MANAGER

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WHO WE ARE

Apex Systems is a leading global technology services firm that incorporates industry insights and experience to deliver solutions that fulfill our clients’ digital visions.

We provide a continuum of services, including strategy and enablement, innovation and productivity, and technology foundations to drive better results and bring more value to our clients.

Apex transforms our customers with modern enterprise solutions tailored to the industries we serve. Apex has a presence in over 70 markets across North America, Europe, and India.

Apex is a part of the Commercial Segment of ASGN Incorporated (NYSE : ASGN). To learn more, visit www.apexsystems.com.

At Apex Systems, we prioritize professional development, work-life balance, and fostering a collaborative culture. We value our teams' well-being and recognize the importance of building strong relationships.

That's why we organize regular team-building events and philanthropic days to give back to the community - fostering a sense of purpose and fulfillment among our team.

Join us for career advancement, innovative solutions, and a supportive environment focused on your success.

JOB DESCRIPTION

Apex is seeking an experienced Operations Manager with strong consultative skills to lead teams and engagements within the Support Center Solutions Practice of the Solutions Delivery Organization.

The Operations Manager manages a team of supervisors and is responsible for overseeing daily operations of multiple teams with various workstreams, ensuring the quality and efficiency of services provided.

The Operations Manager works directly with the engagement delivery team, clients, vendors, and internal stakeholders to ensure expectations and requirements are met.

This role will be responsible for leading teams to achieve client deliverables as well as managing and developing team members and contributing to the internal consulting practice.

RESPONSIBILITIES

• Build relationships and develop trust and rapport with external and internal stakeholders.
• Oversee and ensure all deliverables are met in alignment with the Statement of Work in collaboration with Engagement Manager, Client Director, and other internal stakeholders.
• Manage, develop and mentor a team of supervisors; responsible for oversight of an organization of up to 300 individuals.

Provide guidance, coaching, feedback, and performance evaluation for front line supervisors and other direct reports.

• Monitor, analyze and drive the key performance indicators (KPIs) of the Support Centers, such as service level, customer satisfaction, productivity, adherence, and quality.
• Identify and implement best practices, processes, and tools to improve the efficiency and effectiveness of the Support Centers.
• Coordinate and communicate with the clients, vendors, and internal stakeholders on the scope, deliverables, timelines, and issues of the Support Centers projects.
• Collaborate with the engagement delivery team to ensure compliance with the policies, procedures, and standards of the Support Centers, the client and Apex.
• Collaborate with the engagement delivery team to manage budget, resources, and risks of Support Centers projects.
• Provide reports and updates on status and performance and offer recommendations.
• Collaborate with the engagement delivery team to resolve escalated issues, risks or conflicts.
• Maintain a high level of professionalism, compliance and confidentiality standards.
• Support the recruitment, training, and development of staff.
• Stay updated on the latest products, services, technologies, and policies related to the technical support service.

JOB REQUIREMENTS

5+ years of relevant experience managing large support or service teams, preferably in a consulting or outsourcing environment.

Significant experience directly managing and supervising employees required.

• Bachelor’s degree in Business, Computer Science, Communications, or related field preferred.
• Experienced in onboarding and managing teams in the field, preferred.
• Strong knowledge and skills in customer service, project management, operations management, and business analysis.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Ability to work under pressure, multitask, and prioritize in a fast-paced and dynamic environment.
• Proficient in Microsoft Office, Project Management tools, Ticketing tools, CRM tools, and other relevant software and tools.
• Certification in ITIL, PMP, or other related fields is preferred.

OUR AWESOME BENEFITS :

• Competitive salary
• Health, Dental and Vision Insurance
• Long and Short-Term Disability
• Life Insurance
• Vacation and Holiday Pay
• 401k Retirement Plan
• Training and Advancement opportunities
• Tuition Reimbursement
• Birthdays Off
• Philanthropic Opportunities
• Referral Program
• Partial Gym Membership Paid
• Team Building Events

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning.

We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Remote working / work at home options are available for this role.