Vertical Operations Manager

📋 Description

• • As the Vertical Operations Manager at Super.com, you will be the pivotal link between our operational capabilities and the strategic objectives of specific business lines. This is a high-impact role where you will serve as the primary representative of the Operations team to your designated vertical(s), fostering a deep and collaborative partnership with the General Manager (GM) and their associated Mission Aligned Teams (MATs). Your core accountability will be to define, implement, and rigorously validate operational product policies that not only support but actively drive business performance and strategic growth. You will be empowered to shape the operational landscape, ensuring that our policies are robust, effective, and perfectly aligned with the unique demands of each business vertical.
• • You will lead the charge in ensuring our users receive an unparalleled experience, one that consistently embodies our core service level tenets. This will be achieved through meticulous analysis of operational performance data and a deep understanding of customer engagements. Supported by a dedicated Performance Analyst, you will dive deep into the metrics, uncovering insights and translating them into actionable strategies. Your focus will be on customer experience Key Performance Indicators (KPIs), and you will be instrumental in troubleshooting performance variances by collaborating closely with various cross-functional operations teams. This role demands a proactive approach to identifying issues and a relentless drive for continuous improvement, ensuring that our operations are not just meeting expectations but exceeding them.
• • A significant part of your role will involve developing and executing data-driven recommendations. You will leverage a technology-first approach to balance the critical elements of customer experience enhancement with cost efficiency. This means continuously evaluating the operational performance of your assigned vertical, both in the short-term and long-term, against established KPIs. Your analysis will pinpoint opportunities for optimization, focusing on both reducing operational costs and elevating service levels. You will be the champion for strategic recommendations, presenting your findings and proposed solutions to stakeholders at various levels.
• • Collaboration is at the heart of this position. You will work hand-in-hand with the Customer Success Team, the Agent Enablement Team, and other cross-functional stakeholders to ensure seamless alignment and consistent achievement of performance expectations. Your ability to build strong relationships and influence outcomes across different departments will be crucial to your success. You will also be responsible for proactively using data analytics to identify emerging trends, understand underlying patterns, and pinpoint areas ripe for improvement. The insights you generate will form the basis of strategic planning and will be presented compellingly to your team and senior management.
• • This role requires a blend of analytical rigor, strategic thinking, and hands-on execution. You will be expected to not only identify problems but also to architect and implement solutions. Your methodical approach will be key to proactively identifying gaps, inconsistencies, or areas where processes can be refined for greater efficiency and effectiveness. You will be the guardian of operational excellence within your vertical, ensuring that our commitment to quality and customer satisfaction is unwavering.
• • Ultimately, the Vertical Operations Manager is responsible for the end-to-end operational results of their assigned vertical. This encompasses everything from establishing optimal operational policies (OKBs) to rigorously verifying performance against defined metrics. You will define the service requirements and establish Service Level Agreements (SLAs) for each business, ensuring clarity and accountability. Our team's success is built on a data-driven approach, and you will be at the forefront of this, driving continuous improvement through diligent oversight and strategic optimization. You will be a key player in upholding service quality, reducing operational costs, and fostering innovation within your vertical.