Operations Manager at PerformLine

Hybrid (Morristown NJ)ABOUT PERFORMLINEPerformLine is a category-leading SaaS company that empowers leaders with end-to-end marketing compliance technology from automated review of documents to discovery and live monitoring across consumer-facing channels including the web calls messaging emails and social media. PerformLine powers compliance at some of the worlds largest companies by proactively finding and remediating potential regulatory risks while scaling coverage and gaining efficiencies through automation.Come as you are. We are an equal opportunity workplace celebrating diversity and committed to creating an inclusive and equitable experience for all.MISSIONOur mission is to empower compliance leaders with the technology and knowledge to ensure their organization and partners provide transparent and accurate information to consumers across any channel.TL;DRThis role will be the operational owner of PerformLines Omni-Channel monitoring capabilities. Think: overseeing data ingestion operations tier 2 customer support troubleshooting capacity monitoring reporting and vendor management across all three channels. Youll lead cross-functional projects with stakeholders while managing a professional services team all with reliability efficiency and automation as guiding principles. The right person for this role will elevate how we deliver software and service clients while building a culture of operational excellence. You will directly impact client satisfaction and revenue retention by ensuring strong scalable operational practices across multiple monitoring channels and professional services delivery.WHAT YOULL DOSaaS Delivery and OperationsImprove delivery and support across Web Social Email and Contact Center monitoring productsPartner with the broader operations organization to ensure SLAs are met for clients across all monitoring channelsProactively identify potential client issues by monitoring data collection and ingestion across the PerformLine platformCollaborate with Customer Success and Product teams to resolve or prevent issues before they impact clientsRecommend procedural and technical optimizations to meet operational objectives and improve team efficiencyTrack and report on key business processes and performance metrics for OperationsTeam LeadershipManage and develop Operations team membersDirect the professional services team in delivering scalable client solutionsFoster a culture of accountability continuous improvement and client-centricityBalance operational demands with team capacity and professional development needsBe the ExpertLearn our platform and the software we use to facilitate the ingestion of assetsLeverage your tech savvy nature and product knowledge to interact knowledgeably with engineers when troubleshooting file or data ingestion issuesArticulate reporting needs to the Business Intelligence team who can build data visualizations to help you monitor more efficientlyBe a Force MultiplierProactively create opportunities to break down or prevent interdepartmental silosBe a culture warrior by leveling up yourself and bringing others with you - embracing a culture of excellenceWHAT YOU BRINGExperience collaborating cross-functionally with teams like Customer Success Product and EngineeringProficiency with data analysis tools (Excel Tableau)Strong critical thinking prioritization and time management across multiple channels and competing prioritiesExperience implementing new technologies and tools particularly AI and automation to scale operationsAbility to analyze data identify issues develop solutions and communicate findings to leadershipProven people management experience with focus on developing talent and high-performing teamsWHO YOU ARETrue owner with accountability for service delivery quality and team outcomesLaser-focused on operational excellence and delivering consistent high-quality results across all channelsMetrics-driven with a growth mindset constantly improving through AI automation and scalable solutionsPassionate about implementing AI tools to scale operations and enable high-value workPositive and solution-oriented when facing ambiguity or uncertaintyCommunicates with empathy respect and calm especially in difficult conversationsCollaborative and supportive never adversarial with colleagues clients or partnersObsessed with continuous improvementWHAT WE OFFEREstimated base salary range $72000 - 92000 plus annual discretionary bonus.Exact compensation for this role depends on a variety of factors including experience skills internal equity market data and location.To view our benefits package visit the PerformLine Careers page!PerformLine participates in E-VerifyRequired Experience:Manager Key Skills Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 72000 - 92000