Roles & Responsibilities
Oversee daily operational execution across enterprise client accounts to ensure consistent, high-quality service delivery.
Support the development and execution of account business plans in alignment with strategic and financial objectives.
Serve as a primary escalation point for operational issues, ensuring timely resolution and client satisfaction.
Partner with the Enterprise Account Director to achieve account profitability, efficiency, and performance targets.
Lead and mentor Site Managers and on-site teams to ensure strong operational execution and accountability.
Conduct regular client site visits and performance reviews to monitor service quality and identify improvement opportunities.
Facilitate monthly client meetings and ongoing touchpoints across multiple locations.
Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and performance standards are met.
Develop, maintain, and improve standard operating procedures (SOPs) to drive consistency and efficiency.
Lead training and development initiatives to improve team capability and operational performance.
Support and participate in strategic business reviews, including preparation, presentation, and follow-up actions.
Gather and act on client feedback through surveys and direct engagement to improve service delivery.
Collaborate with internal resources to implement process improvements and operational enhancements.
Knowledge Skills & Attributes
Strong operational leadership skills with experience managing multi-site or multi-client environments.
Deep understanding of service delivery, workflow optimization, and operational performance management.
Strong analytical skills with the ability to monitor KPIs and drive data-informed decisions.
Excellent communication and relationship-building skills with both clients and internal teams.
Ability to lead, coach, and develop frontline managers and operational staff.
Strong problem-solving skills with a proactive approach to issue resolution.
High level of professionalism, integrity, and accountability.
Ability to manage competing priorities in a fast-paced, client-facing environment.
Proficiency in Microsoft Office and general business systems.
Customer-focused mindset with a strong commitment to service excellence.
Qualifications
Education: Bachelor’s degree in Business Administration, Management, or a related field, or equivalent experience.
Experience: 5+ years of experience in business process outsourcing (BPO), operations management, or client services, including at least 2 years in a management role with responsibility for supervising teams and supporting operational performance. Experience managing multi-site or multi-client environments is required.
Technical Skills: Proficiency in Microsoft Office Suite and familiarity with operational systems, reporting tools, and service delivery platforms. Experience working in production or office services environments is preferred.
The Compensation range for this role is 70,000 to 80,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
#INDHP
Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.
Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.
We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.
Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.
