Operations Manager
3 weeks ago
Role (MOMA) Title: Content Operations Manager
Duration: 9 months
Work Location: Hybrid - Primary location: CA-SBO-999; San Bruno, CA (Tues-Thurs in the office. Monday & Friday remote)
Work Schedule: Monday - Friday PST hours
Project Overview:
The Help and Education team creates, manages, and maintains help content across various scaled support levers. The team collaborates cross-functionally to streamline communications and operations, and optimizes processes for large-scale help initiatives, ensuring efficiency throughout the support system.
Overall Responsibilities:
- Manage operations workflow, forecasting, and delivery for a vendor workforce, while monitoring progress against goals and managing operations to meet and exceed KPIs.
- Deep dive and perform root cause analysis to understand the drivers for low performance and partner with the vendor supplier to drive improvement.
- Identify opportunities for process optimization.
- Partner with the stakeholders to develop and socialize scalable metric documentation.
- Improve Key Performance Indicators by evolving the Quality Assurance system to better identify, measure, and identify improvement opportunities in team performance.
- Work as a member of a team, collaborating closely together and jumping in to help out with some operational tasks.
Top 3 Daily Responsibilities:
- Track vendor performance against key metrics (KPIs). Address performance issues promptly and collaborate with vendors to implement corrective actions.
- Support a global quality assurance program, driving consistency and continuous improvement across writing quality, and process adherence.
- Create new and refine existing scalable documentation as processes change; develop comms to ensure that all impacted stakeholders and teams are aware of any updates.
Mandatory Skills/Qualifications:
- Bachelor's degree or equivalent practical experience.
- 5+ years of experience in program management
- Strong organizational and planning skills: The ability to manage multiple projects simultaneously and ensure content is delivered on time.
- Ability to work independently and drive projects to completion with minimum guidance and high attention to detail.
- Ability to influence others with excellent written and verbal communication skills, including presentation development and delivery.
- Strong team player with the ability to thrive in a fast-changing, often ambiguous environment.
- Excellent communication skills: Both written and verbal communication for clear and concise communication with stakeholders.
- Technical aptitude and analytical skills: Ability to understand data, use content management systems (CMS), and make data-driven decisions.
- Attention to detail: Ensuring accuracy and quality in content production and delivery.
- Strong problem-solving skills: The ability to identify and resolve issues related to content workflow and processes.
- Project management skills: Experience with project management methodologies and tools.
Non-Essential Skills/Qualifications:
- Experience operating within support organizations.
- Excellent project manager and self-starter, with the ability to work independently and on multiple initiatives at the same time.
- Excellent leadership, communication, project management, and analytical skills.
- Ability to work globally and cross-functionally in an ambiguous environment. Excellent problem-solving skills and impeccable business judgment.
- Proven ability to prioritize and manage multiple work streams at once without sacrificing quality of work or timeliness.
- Experience with vendor management.
- Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com. Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
For immediate consideration, please forward your resume to Houston at Hparrett@synergishr.com. If you require assistance or accommodation in the application or employment process, please contact us at Hparrett@synergishr.com.
The hourly pay range for this position is $50-55/hr (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
*Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA).
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