Operations Manager

Job ID
Posted Date



7201 University Oaks Drive, Charlotte, NC 28262

Empowering a Winning Culture

“Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positivte attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“

Mark Wilson, Chime Founder and CEO


Position Summary:

The Operations Manager is responsible for managing the overall performance of the Operations team. The Operations Manager will provide leadership by developing and implementing operational strategies to support the company’s mission. The Operations Manager develops plans to increase organizational effectiveness by ensuring the growth and development of all employees. The Operations Manager also develops succession plans to support future company requirements and employee career objectives.


Position Responsibilities:


  • Manages defined support services including planning, development, implementation, and maintenance for the operation
  • Meets or exceeds objectives for the company’s revenue and gross profit
  • Facilitates effective and appropriate communications with customers and throughout the company
  • Develops and maintains customer rapport and ensure customer satisfaction as measured by end user satisfaction, customer surveys, and other customer feedback
  • Analyzes individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.
  • Develops, grows, and maintains employee experience, morale, and job satisfaction
  • Perform quality control and monitor KPI metrics
  • Communicates regularly with upper management regarding performance and areas that are out of compliance with contractual agreements
  • Defines measurement systems to accurately monitor and report performance metrics and customer satisfaction to the company and employees.
  • Assures that contract documentation and information is up to date and files are maintained
  • Provides accurate, timely, and professional written, statistical, and verbal reports to management for historical, status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.)


Requirements and Qualifications: The specific duties of an operations manager include formulating strategy, improving performance, procuring material and resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels. 

  • High school diploma required; Bachelor’s Degree in business-related field preferred
  • Three to five years’ experience in an operations management role
  • Ability to manage and motivate people
  • Excellent interpersonal and organizational skills
  • Demonstrated ability to organize and manage multiple priorities
  • Ability to demonstrate a high degree of professionalism and integrity
  • Must demonstrate flexibility and the ability to adapt to changing business needs
  • Must be highly computer literate with capabilities in, MS Office, and related business and communication tools
  • Excellent interpersonal, listening, verbal, and written communication skills required
  • Excellent time management skills a must
  • Must be able to work well under pressure

Work Environment:

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.

 Physical Demands:

  • While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers.


Other Duties:

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time. 


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