Senior Operations Service Manager

Job Summary

Serving as the primary operational interface for a portfolio of elite enterprise customers, the full-time Senior Operations Service Manager will manage escalations, drive operational transformation through automation and AI, and ensure a differentiated customer experience in a remote work environment.

Key responsibilities

• Act as the primary escalation point for enterprise customers, coordinating internal resources to resolve complex operational issues
• Develop and deliver customized operational reports and presentations to executive audiences, translating complex data into actionable insights
• Lead initiatives for operational transformation, focusing on automation and AI adoption to enhance service delivery and efficiency

Required qualifications

• Bachelor's degree or a minimum of six years of relevant professional experience in operations, service management, or telecommunications
• Experience managing high severity customer escalations and supporting enterprise-scale customers
• Demonstrated experience with automation, AI tools, and digital transformation initiatives
• Strong executive presence with the ability to effectively communicate complex information to senior leaders
• Proven ability to lead change and influence behavior within an organization