Senior Operations Manager

The Senior Process Manager – Valpak will be responsible for leading end-to-end operations across multiple Valpak support functions, ensuring consistent delivery against client expectations, service levels, quality, productivity, staffing, and customer experience targets.The role requires strong leadership, client management, workforce governance, and operational excellence experience, with hands-on knowledge of Salesforce and Zendesk environments. The Senior Process Manager will oversee day-to-day operations, drive performance improvement, manage staffing and attendance risks, lead escalations, and ensure stable coverage across a 7-day operating environment.Key ResponsibilitiesAreaResponsibilitiesOperations ManagementLead daily operations across Valpak programs and ensure achievement of SLA, productivity, quality, TTFC/TAT, backlog, and customer experience targets.Client ManagementServe as a primary operations point of contact for client stakeholders; provide timely updates on performance, staffing, risks, action plans, and operational concerns.Salesforce & Zendesk OperationsManage teams operating within Salesforce and Zendesk environments, including case/ticket management, queue monitoring, aging, escalation management, and reporting.Workforce & StaffingEnsure appropriate staffing, schedule coverage, buffer planning, cross-training, OT/RDOT utilization, and contingency coverage across 7-day operations.Attendance & ReliabilityDrive attendance governance, monitor absenteeism trends, initiate corrective actions, and partner with HR and Recruitment on backfill and replacement plans.Performance ManagementReview agent, APM, and manager performance through scorecards, dashboards, coaching plans, and performance improvement initiatives.SLA & Queue GovernanceMonitor open cases, aging, backlog, response times, TTFC/TAT, and throughput; implement immediate recovery actions when metrics are at risk.Quality ManagementPartner with Quality teams to identify defects, conduct RCA, establish corrective and preventive actions, and improve overall service quality.Escalation ManagementOwn operational escalations, conduct root cause analysis, communicate impact, and ensure closure of corrective actions within agreed timelines.Process ImprovementIdentify opportunities for workflow simplification, automation, capacity improvement, productivity enhancement, and reduction of operational risk.Reporting & GovernanceLead daily tailgates, weekly business reviews, monthly reviews, attendance reviews, staffing updates, and executive performance reporting.People LeadershipManage Operations Managers, Assistant Process Managers, SMEs, and frontline teams; strengthen leadership capability, accountability, engagement, and succession planning.Recruitment & TrainingPartner with Talent Acquisition and Training teams to support hiring, candidate assessment, onboarding, nesting, readiness, and production deployment.Business ContinuityEnsure BCP readiness and proactive response to weather, infrastructure, staffing, system, or site-related disruptions.Required QualificationsBachelor’s degree in business administration, Management, Operations, or a related field.8+ years of BPO / shared services / customer operations experience, with significant leadership responsibility.Minimum 3–5 years in an Operations Manager, Senior Operations Manager, Senior Process Manager, or equivalent role.Strong hands-on experience with Salesforce and Zendesk.Experience managing customer service, case management, ticketing, back-office, or omnichannel support operations.Proven experience managing large teams and multiple workstreams/programs.Strong background in SLA management, workforce planning, performance management, quality, and client governance.Experience managing 24/7 or 7-day operations is highly preferred.Strong analytical capability with experience using operational dashboards, reports, and performance data.Excellent written and verbal communication skills.Strong stakeholder, escalation, and client relationship management skills.Preferred SkillsSalesforce Service Cloud experienceZendesk Support / Ticketing experienceCRM and case management operationsWorkforce management and capacity planningCustomer experience / customer support operationsRoot Cause Analysis and CAPALean / Six Sigma or process improvement exposureAdvanced Excel and PowerPointDashboard and reporting experienceStrong coaching and people development capabilityKey Performance IndicatorsThe role will be measured against:SLA / TAT / TTFC achievementProductivity and throughputQuality and accuracyCustomer satisfactionBacklog and aging managementAttendance and schedule adherenceResource utilizationStaffing and hiring fulfillmentAttrition and retentionClient satisfactionEscalation reductionAction plan closureTeam engagement and leadership effectiveness