Operations Manager
Not Disclosed
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 15/04/2026
- HRD
The position is responsible for managing day to day operations and execution of programs. Supervises a group of Team Leaders. Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.
Job Summary
The Operations Manager will serve as the primary leader for a client program, responsible for the successful launch, management, and growth of customer support operations in Jamaica. The role demands a balance of strategic account leadership, operational excellence, and client relationship management, with direct accountability for performance, people, and partner satisfaction.
The Operations Manager will lead multi-functional teams delivering customer support and ensure alignment with the client’s brand expectations, KPIs, and business goals.
Responsibilities
Serve as the key point of contact for client stakeholders and internal senior leadership.
Build trusted relationships with client decision-makers, driving satisfaction and account retention.
Lead regular business reviews, strategy sessions, and partnership development initiatives.
Translate client objectives into operational strategies, ensuring alignment across teams.
Oversee day-to-day operations across customer support functions (voice, chat, or digital channels).
Drive delivery of SLA and KPI metrics, including CSAT, AHT, QA, and schedule adherence.
Lead WBRs, MBRs, and QBRs, providing performance insights and improvement plans.
Foster a culture of continuous improvement, innovation, and compliance.
Build and scale high-performing teams, including Team Leaders, and frontline agents.
Mentor and coach leadership staff, ensuring strong succession and talent development.
Lead recruiting and onboarding efforts in collaboration with HR and Talent Acquisition.
Promote a people-first culture and ensure adherence to company's values and principles.
Identify growth opportunities within the account (new lines of business, digital solutions, etc.).
Support pricing, solutioning, and business case development for client expansions.
Ensure operational scalability as volumes increase or client needs evolve.
Qualifications
Bachelor's Degree in Business Administration or equivalent
Experience managing client relationships and delivering results in a multilingual, omnichannel customer support environment.
Strong understanding of workforce planning, financial controls, and P&L management.
Proven ability to manage cross-functional teams in a high-growth or start-up environment.
Excellent communication, stakeholder management, and decision-making skills.
Experience with launching new call center programs is highly preferred.
