Operations Manager

Required Skills & Experience• 3–5 years of experience in operations management, preferably in a contact center or service delivery environment.• Proven experience managing team leads and large teams (70–100 people).• Strong background in workforce management, scheduling, and workload optimization.• Experience managing multiple workstreams or verticals (e.g., chat, voice, email ticketing).• Excellent communication, organizational, and stakeholder management skills.Nice to Have Skills & Experience• Experience in Asset Protection, surveillance, or third-party security services.Job DescriptionAn employer in the Cincinnati area is seeking an Operations Manager to lead the development and execution of a newly established Asset Protection Center of Excellence for a major grocery retail client. This center will support three specialized teams—customer claims & video review, internal fraud analytics, and alarm monitoring—focused on delivering consistent, high-quality service across the organization. The Operations Manager will oversee all three teams as they ramp up, ensuring alignment with client expectations, service delivery standards, and performance goals.Key Responsibilities:• Manage day-to-day operations across three functional teams, directing a workforce of up to 70–100 people.• Coordinate and execute services in partnership with client stakeholders.• Escalate and resolve service issues in collaboration with client personnel.• Balance workloads across the Center of Excellence (CoE) to ensure adequate coverage and adherence to service level agreements (SLAs).• Oversee training development and execution using client-provided guidance and internal resources.• Provide centralized reporting on productivity, KPIs, and team performance.• Deliver weekly reports and summaries to the client, including team composition, productivity, and feedback insights.• Schedule and coordinate services, assign shifts, and track team schedules in alignment with client requirements.• Lead coordination of assigned activities and ensure consistent communication across workstreams.