Required Skills & Experience
Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.
• 3–5 years of experience in operations management, preferably in a contact center or service delivery environment.
• Proven experience managing team leads and large teams (70–100 people).
• Strong background in workforce management, scheduling, and workload optimization.
• Experience managing multiple workstreams or verticals (e.g., chat, voice, email ticketing).
• Excellent communication, organizational, and stakeholder management skills.
Nice to Have Skills & Experience
• Experience in Asset Protection, surveillance, or third-party security services.
Job Description
An employer in the Cincinnati area is seeking an Operations Manager to lead the development and execution of a newly established Asset Protection Center of Excellence for a major grocery retail client. This center will support three specialized teams—customer claims & video review, internal fraud analytics, and alarm monitoring—focused on delivering consistent, high-quality service across the organization. The Operations Manager will oversee all three teams as they ramp up, ensuring alignment with client expectations, service delivery standards, and performance goals.
Key Responsibilities:
• Manage day-to-day operations across three functional teams, directing a workforce of up to 70–100 people.
• Coordinate and execute services in partnership with client stakeholders.
• Escalate and resolve service issues in collaboration with client personnel.
• Balance workloads across the Center of Excellence (CoE) to ensure adequate coverage and adherence to service level agreements (SLAs).
• Oversee training development and execution using client-provided guidance and internal resources.
• Provide centralized reporting on productivity, KPIs, and team performance.
• Deliver weekly reports and summaries to the client, including team composition, productivity, and feedback insights.
• Schedule and coordinate services, assign shifts, and track team schedules in alignment with client requirements. xhqgsiq
- • Lead coordination of assigned activities and ensure consistent communication across workstreams.
Operations Manager in cincinnati at Unknown Company
This position is listed as full time and onsite.