Overview

Application Deadline: Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an setting where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion,



color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at (phone hidden) or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Responsibilities

About the Job

The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence,peopleleadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.

Responsibilities

Customer Management

- Takesfull ownership of the aligned team’s performance and client satisfaction.

- Develops strategic and tactical plans to proactively address client needs, emerging trends, and industry best practices.

- Buildsdeepunderstanding of client processes andidentifiesopportunities for value addition.

- Representsoperations in client-facing forums including WBRs and MBRs.

Operational Excellence





- Monitors and ensures adherence to Service Level Agreements (SLAs).

- Tracks attrition,maintainsEarly Warning System (EWS) trackers, and conducts quarterly audits.

- Partners with Workforce Management, Recruitment, and Clients onmanpowerplanning.

- Analyzes performance metrics,identifiesprocess gaps, and collaborates with Quality and Training teams to implement corrective actions.

- Acts as a subject matter expert for the process andleadsresolution of internal and external escalations.

- Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.

People & Culture

- Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and growth opportunities.

- Manages performance issues and partners with HR on separation cases andtimelybackfills.

- Handlesescalations related to people management, training guidelines, compliance, and complaints.

- Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.

- Identifieshigh-potential talent and drives succession planning across all levels.

- Owns performance management, compensation inputs, and rewards & recognition initiatives.

Financial Management

- Manages operational costs while ensuring revenue targets are achieved.

- Ensuresoptimaloccupancy andutilizationlevels.

- Oversees team budgets, engagement funds, andtimelysubmission of billing information.

- Maintains required headcount levels and

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