Description
We are seeking an experienced Senior Operations Manager to lead a high-performing site of 500–1,000 moderation staff. This is a critical leadership role, responsible for driving operational excellence, financial performance, and client satisfaction at the site level.
Key & Skill Experience
- Minimum 5 years’ experience in a similar role within a BPO environment.
- At least 2 years’ experience in content moderation, with familiarity in content management tools and methods.
- At least 2 years’ experience managing multiple LOBs or programs simultaneously.
- Site management experience is preferred and considered a strong advantage.
- Proven ability to build productive business relationships with clients.
- Excellent English communication skills, both written and spoken.
- Demonstrate experience in managing large teams effectively.
- Highly organized, detail-oriented, and responsive.
- Ability to work effectively across diverse cultures and geographies.
- Must be willing to relocate to the assigned site or country.
- Open to all nationalities.
What You'll Do :
- Lead day-to-day site operations, ensuring efficiency, quality, and consistent delivery across all shifts.
- Own the site P&L, managing budgets, cost control, and revenue performance to meet business objectives.
- Serve as the primary client liaison for site-specific requirements, aligning operational delivery with KPIs, SLAs, and contractual commitments.
- Oversee site management functions including staffing, scheduling, infrastructure, safety, and compliance.
- Drive performance management, mentoring, and development for Operations Managers and their teams, addressing skill gaps and fostering high engagement.
- Standardize processes and best practices across the site to ensure operational consistency and scalability.
- Conduct site-focused business reviews, presenting operational and financial performance insights to stakeholders.
- Implement continuous improvement initiatives, including workforce optimization, employee engagement programs, and process enhancements.
- Stay up-to-date with industry trends and social developments that may impact the business or operations.
Key Responsibilities :
Operational Leadership & Team Management
- Report directly to the Account General Manager, overseeing a team of 350-500 moderation staff.
- Lead and manage day-to-day operations, ensuring operational efficiency, resource optimization, and consistent service delivery.
- Drive performance management for Operations Managers and their teams through coaching, mentoring, and development, addressing knowledge or competency gaps.
- Motivate and engage employees to maintain high morale, productivity, and retention.
- Ensure adequate staffing, identify workforce skill gaps, and oversee training and competency development initiatives.
Site Management & Facilities Oversight
- Manage all aspects of site operations, including workforce allocation, scheduling, and adherence to safety, security, and facility standards.
- Maintain a safe, secure, and compliant work environment, ensuring business continuity across all operational shifts.
- Oversee infrastructure, equipment, and technology needs, coordinating with IT and support teams to minimize operational disruptions.
- Ensure smooth coordination between multiple sites (if applicable), standardizing processes and policies to maintain consistent service quality.
Financial Management & P&L Oversight
- Own the operational P&L for assigned sites, managing budgets, cost control, and revenue performance.
- Analyze financial performance, identify risks or opportunities, and implement corrective actions to meet profitability targets.
- Collaborate with leadership to plan and forecast operational budgets, resource allocation, and capital investments.
- Drive efficiency initiatives to optimize cost structure while maintaining service quality and client satisfaction.
Client & Stakeholder Engagement
- Serve as the primary client liaison for site-specific requirements, ensuring operational delivery meets or exceeds client expectations.
- Align site-level operations with client KPIs, SLAs, and contractual obligations.
- Conduct site-focused business reviews, presenting operational performance, financial results, trends, and actionable insights to stakeholders.
Strategic & Continuous Improvement
- Provide strategic direction and guidance, standardizing performance metrics, operational processes, and best practices across all lines of business.
- Implement improvements in recruitment, employee engagement, policies, and procedures to sustain performance and support business growth.
- Stay current with industry trends, best practices, and social developments that may impact the business.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Back to previous page
