Senior Operations Manager

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Senior Operations Manager is responsible for leading day-to-day operations, driving performance excellence, and ensuring the successful execution of client, employee, and organizational objectives. This role partners closely with senior leadership to develop and implement operational strategies that improve productivity, service quality, employee engagement, compliance, and financial performance. 

The Senior Operations Manager serves as a key business leader, fostering a culture of accountability, continuous improvement, and operational excellence while supporting Broadway Support Services' mission, vision, and values. This role is responsible for developing leaders, optimizing processes, and ensuring the consistent achievement of operational and customer experience goals.  

• Lead and oversee daily business support operations.
• Assist operational performance through effective planning, execution, and performance management.
• Monitor key performance indicators (KPIs) and implement action plans to achieve service, quality, productivity, and financial targets.
• Forecast operational needs and recommend strategies to support organizational growth and scalability.
• Identify operational risks and suggest/implement proactive solutions to mitigate business impact.
• Ensure operational excellence through process standardization, continuous improvement initiatives, and best-practice implementation. 

• Analyze operational trends and performance data to identify opportunities for improvement.
• Conduct regular business reviews with leadership teams to ensure alignment with strategic objectives.
• Develop and execute performance improvement plans where necessary.
• Ensure service level agreements (SLAs), quality standards, and customer experience expectations are consistently achieved. 

• Provide direct leadership, coaching, and mentorship to to local Operations leaders, Supervisors, and emerging leaders.
• Build a high-performance culture focused on accountability, engagement, and professional development.
• Support succession planning and leadership pipeline development.
• Conduct regular leadership meetings to communicate business objectives and operational priorities. 

• Foster a positive, inclusive, and performance-driven work environment.
• Promote employee engagement initiatives that strengthen retention and organizational culture.
• Partner with Peoples team to support employee relations, recognition programs, coaching, and performance management.
• Serve as a role model for Broadway Support Services' values and leadership expectations. 

• Ensure compliance with company policies, procedures, client requirements, and applicable regulations.
• Lead audits of operational processes and implement corrective actions as needed.
• Drive continuous improvement projects focused on efficiency, quality, and client/employee satisfaction.
• Maintain and manage our second location, and have the ability to travel to more than one location if necessary. 

• Partner with senior leadership to execute organizational initiatives and operational strategies.
• Collaborate cross-functionally with Peoples team, L&D, Workforce Management, Quality Assurance, IT, and other business units.
• Provide recommendations and business insights to support company growth and operational effectiveness.
• Prepare and present operational performance reports to executive leadership. 

• Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field preferred.
• Minimum 5-7 years of progressive leadership experience in contact center operations, business process outsourcing (BPO), or operational management.
• Experience leading multiple teams, departments, or business functions.
• Demonstrated success in driving operational performance and leading teams in a fast-paced environment.
• Experience managing KPIs, workforce planning, client expectations, and operational budgets preferred. 

• Strong knowledge of contact center operations and customer experience management.
• Proven leadership and people development skills. Strong analytical, organizational, and decision-making capabilities.
• Excellent communication, presentation, and interpersonal skills.
• Experience with performance management, process improvement, and change management initiatives.
• Advanced proficiency in Microsoft Office Suite, including Excel, Power BI, and PowerPoint preferred.
• Ability to influence and collaborate across all levels of the organization. 

• Strategic Thinking
• Results Orientation
• Accountability
• Team Leadership
• Operational Excellence
• Continuous Improvement
• Customer Focus
• Coaching & Development
• Problem Solving
• Business Acumen
• Collaboration
• Change Leadership