Senior Operations Manager

We are hiring for one of our clients, a fast-growing BPO start-up thats expanding rapidly. We need a seasoned Senior Operations Manager whos successfully managed large remote teams, especially within the BPO and transcription industries. This person will lead operational teams, streamline processes, and ensure that daily operations run smoothly from start to finish.

This role is critical in supporting our operational growth while maintaining high-quality standards, improving workflows, and handling team management across multiple time zones. The ideal candidate is highly organised, data-driven, and comfortable working with independent contractors.

About the Role

The Senior Operations Manager will oversee and guide the overall operational performance of a fully remote team of independent contractors specialising in transcription editing. This position is responsible for managing multiple Operations Managers, ensuring smooth and efficient workflows, maintaining high-quality output, and meeting key business objectives. The role demands strong leadership, exceptional organisational skills, and the ability to work effectively in a remote, dynamic environment.

Duties and Responsibilities

1. Client Onboarding and Project Setup: Collaborate with new clients to understand their needs and define clear project scopes while ensuring appropriate resources are allocated.
2. Transcription Workflow Coordination: Oversee task distribution and monitor workflow progress to prevent bottlenecks and keep everything running smoothly.
3. Quality Control and Editing Oversight: Ensure transcripts meet quality standards by managing both the initial drafts and final edits while setting clear benchmarks.
4. Performance Tracking and Improvement: Track team performance using KPIs and regularly review workflows for improvement opportunities to maintain efficiency.
5. Client Communication and Reporting: Keep clients updated on project progress and issues, addressing concerns promptly while preparing final reports on performance.
6. Team Management and Growth: Lead and mentor Operations Managers, manage recruitment needs, and foster a collaborative work environment across time zones.
7. Training and Development: Implement training programs and provide continuous feedback to help team members improve their skills and processes.
8. Billing and Payment Management: Coordinate with finance to ensure timely payments to contractors and accurate client billing.
9. Risk Management: Identify risks and implement contingency plans to mitigate issues with deadlines, staffing, and compliance.
10. Post-Project Review and Continuous Improvement: Conduct post-project reviews to gather feedback and refine workflows for improved operational efficiency.

Ideal Candidate Profile

1. Experience managing a remote team
2. Worked in transcription or editing operations before
3. Comfortable handling independent contractors
4. Have you implemented quality control processes
5. Know how to work with performance metrics and data
6. Used project management tools like Monday, Notion, or Slack
7. Able to juggle tasks across different time zones
8. Good at working with cross-functional teams
9. Proactive in finding operational inefficiencies
10. Experience with compliance and legal matters

Qualifications

1. Experience managing operations with 100+ remote staff.
2. At least 10 years of operations management experience
3. 5 years experience managing and mentoring operations managers
4. Operations experience in the industry of transcription editing or related/similar fields.
5. Quality control experience
6. Savvy with remote project management and collaboration tools (e.g., Slack, Asana, Trello, Notion, Monday.com).
7. Direct involvement in implementing at least 3 process improvements or automation initiatives.
8. Demonstrable experience using statistical analysis tools or methodologies to make operational decisions.