About the job
Key Responsibilities:
- Team Leadership & Development: Guide, mentor, and cultivate a high-performing Operations & Data Management team, offering consistent feedback, conducting performance evaluations, and providing opportunities for career growth.
- Promote an environment of accountability, continuous learning, and teamwork.
- Facilitate effective onboarding and training for new team members across all relevant systems and processes.
- Operational Oversight & Issue Resolution: Manage daily operations and client communications to ensure accuracy, timeliness, and adherence to service level agreements (SLAs).
- Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.
- Act as the escalation point for complex client or customer issues, ensuring prompt resolution.
- Process Improvement & Efficiency: Collaborate with leadership to identify, propose, and implement process enhancements that improve productivity, quality, and client satisfaction.
- Leverage metrics and KPIs to assess team performance, drive operational improvements, and present progress to senior leadership.
- Lead initiatives to document, standardize, and enhance workflows, including SOPs and work instructions.
- Cross-Functional Collaboration: Serve as a liaison between various cross-functional teams including Distribution Operations, Supply Chain, Order to Cash, Finance, IT, Serialization, and Client Success to support seamless daily execution and escalations.
- Engage in strategic planning and special projects to align with departmental and organizational objectives.
- Client Relationship Management: Ensure a positive client experience through consistent service delivery, proactive communication, and prompt issue resolution.
- Represent the company in client meetings and calls, fostering strong relationships.

