Operations Lead
Posted on :
28-11-2023
Employer Active
1 Vacancy
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Jobs by Experience
5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
28-11-2023
Job Description
In this newly created role in our Operations Group you will provide both the strategic and tactical leadership necessary for strong operational oversight for a rapidly growing Business Process Outsourcer (BPO). Reporting directly to and in close collaboration with company ownership you will operationalize a vision for growth establish best practices and scale Nitor s business ensuring excellence in delivering client services and call center operations. Utilizing the Entrepreneurial Operating System (EOS) as the framework for strategic deployment you will serve as Integrator partnering closely with Nitor s ownervisionaries. For more information on EOS visit
Since 2015 Nitor has created exceptional customer experiences providing topnotch call center operations and complex bill processing and payment services. Founded and owned by accomplished serial entrepreneurs in Saint Louis Missouri Nitor Billing Services LLC ( Nitor ) is proud of its growth. Beyond the close partnerships that Nitor has built with its water and sewer utility clients across the USA success Nitor is exceptionally proud to offer fully remote employment opportunities to a growing team of 30 employees based across the Midwest region. Learn more at
Your Mission Will Be To:
PROVIDE ENTREPRENEURIAL OPERATIONAL LEADERSHIP Partner closely with owners to execute a vision for Nitor s growth while identifying and championing the implementation of new strategic priorities. Proactively and transparently engage owners in financial and operational goals while providing inspiration engagement alignment and accountability for Nitor s senior team and growing base of remote employees. Ensure highquality customercentric operations superior client reporting and proactive transparency in all financial management communications and administration.
OPERATIONALIZE TO SCALE INFRASTRUCTURE & TECHNOLOGY FOR GROWTH Partner with owners to build a roadmap for scaling call center operations in line with organizational growth. Refine and implement best practices in a highvolume multistate 24/7 remote call center environment. Establish goals performance standards and measurable KPI criteria to improve service quality and operational efficiency. Evaluate existing processes and pursue opportunities to increase the value of service and efficiency across the organization. Ensure compliance with applicable state laws and regional regulations. Manage P&L oversee 3rd party accounting and HR services guide annual audit and prepare monthly reports and related KPI s to communicate financial position with Nitor s ownership proactively.
MODEL & ENSURE EXCELLENCE IN CLIENT SERVICES Oversee and ensure quality and impact in all Nitor services including existing engagement serving as a BPO for a major St. Louisbased utility provider. Develop deep relationships with current and prospective clients alongside robust reporting on call center performance metrics. Champion technology initiatives steering best practices and selection processes for adoption of new tech stack resources with a goal of developing and improving internal BPO systems. Cultivate a datadriven culture that promotes quality of service alongside a mindset of continuous improvement. GROW & DEVELOP A HIGHPERFORMING TEAM Lead and align a small but growing team of 23 direct reports outside consultants and 30 indirect reports. Cultivate a positive and collaborative workplace culture that promotes teamwork trust transparency and accountability. Build the development implementation and communication of all organizational policies and procedures while prioritizing strong HR practices and employee engagement. Champion opportunities for employee learning and development. Practice excellence in all onboarding training and management initiatives.
Requirements
You are passionate about providing exceptional customer service as a Business Process Outsourcer (BPO) and you relish the opportunity to foster deep longlasting client relationships while overseeing operations and performance.
You have gained 1015 years of progressive leadership experience in a business and/or operations environment. Experience must include 5 years of leadership for a team of direct reports including an ability to inspire and motivate to manage conflict change and employee relations and to foster healthy communications and a diverse and inclusive teamcentric culture
Prior working experience as a 3rd party client service provider is important. Specific expertise in call center operations and/or business process outsourcing (BPO) is preferred yet not required.
You are wellversed in proactively communicating with internal and external stakeholders. You confidently interact with team members key stakeholders and clients responding with diplomacy and tact. You bring experience communicating a prospective road map to key stakeholders and you foster relationships in an inclusive collaborative style.
You are a handson leader with the ability and desire to flex between strategic and tactical priorities. Superior project management skills solutionbased problemsolving and an entrepreneurial mindset are all musthaves.
You have strong technology skills including a solid proficiency with Microsoft applications including Outlook Word Excel PowerPoint Teams and PowerBI and familiarity with related software platforms (such as Five9 call center technology workforce planning systems Tableau etc.). You bring experience vetting evaluating and managing 3rd party relationships for IT and related business solutions.
You have developed a solid business acumen including P&L management and a datadriven approach. Fouryear college degree is required. Advanced degree preferred.
Benefits
DEFINE OUR NEXT CHAPTER OF GROWTH Nitor has untapped potential and an engaged ownership team committed to intentional growth. Nitor team members are committed to making a positive and lasting impact by providing excellent customer service. Our new General Manager will leverage existing strengths to take our service offerings to the next level.
OPPORTUNITY TO BUILD & INNOVATE WITH BEST PRACTICES You will lead alongside our ownership with the freedom to build innovate and influence the organization s vision and strategy. Our GM will thrive on creating a vision and enjoy serving as an entrepreneurial business strategist.
REMOTE WORK HAPPY EMPLOYEES & GREATER TEAM SUCCESS Founded as a remotefirst organization in 2015 we believe employees are more successful at work (and life) when not tied to long commutes. Work hard while working and enjoy more quality time when you re not!
COMPETITIVE COMPENSATION & BENEFITS Nitor s compensation package includes a competitive base salary with bonus opportunity tied to operational excellence KPIs and organizational growth. Health insurance is provided via Anthem BCBS (75% paid for employees; 50% paid for dependents). Laptop monitor printer and office supplies will be provided for remote work. Opportunities for professional development and paid time off are also provided
This position is remote yet we strongly prefer to be based in the Greater Saint Louis area as regular inperson meetings with ownership are required. Availability for periodic inperson team meetings and celebrations is encouraged and required
You are passionate about providing exceptional customer service as a Business Process Outsourcer (BPO), and you relish the opportunity to foster deep, long-lasting client relationships while overseeing operations and performance. You have gained 10-15+ years of progressive leadership experience in a business and/or operations environment. Experience must include 5+ years of leadership for a team of direct reports, including an ability to inspire and motivate, to manage conflict, change, and employee relations, and to foster healthy communications and a diverse and inclusive team-centric culture Prior working experience as a 3rd party client service provider is important. Specific expertise in call center operations and/or business process outsourcing (BPO) is preferred yet not required. You are well-versed in proactively communicating with internal and external stakeholders. You confidently interact with team members, key stakeholders, and clients, responding with diplomacy and tact. You bring experience communicating a prospective road map to key stakeholders, and you foster relationships in an inclusive, collaborative style. You are a hands-on leader with the ability and desire to flex between strategic and tactical priorities. Superior project management skills, solution-based problem-solving, and an entrepreneurial mindset are all must-haves. You have strong technology skills, including a solid proficiency with Microsoft applications, including Outlook, Word, Excel, PowerPoint, Teams and PowerBI and familiarity with related software platforms (such as Five9 call center technology, workforce planning systems, Tableau, etc.). You bring experience vetting, evaluating, and managing 3rd party relationships for IT and related business solutions. You have developed a solid business acumen, including P&L management and a data-driven approach. Four-year college degree is required. Advanced degree preferred.
Employment Type
Full Time
Key Skills
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