Operations Manager, Korean-English Speaker
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Job Description
Operations Manager coordinating Korean-English client communication, KPIs, and service delivery. Supporting shared-services, back-office, and contact-center operations for a US company.
Responsibilities:
- Manage day-to-day client communication and serve as a key liaison between the client, operations team, and support functions
- Coordinate activities across Shared Services, Back-office, and Contact Center operations
- Track client requests, operational issues, decisions, and action items, ensuring timely follow-up and accurate documentation
- Monitor KPIs, service levels, productivity, quality, staffing, and other operational data; identify performance gaps and coordinate corrective actions
- Support issue resolution and escalate significant risks or concerns as needed
- Prepare operational reports, meeting materials, and business-review presentations; lead or support client meetings and operational reviews
- Coordinate with Workforce Management, Quality, Training, HR, Finance, IT, and other support teams to meet performance targets and client expectations
- Ensure adherence to operational procedures, client requirements, and agreed processes
- Support the implementation and stabilization of new processes, programs, technologies, and operational initiatives
- Identify opportunities to improve service quality, productivity, communication, and operational efficiency
- Travel to client or operational sites for meetings, reviews, or project support as required
Requirements:
- Bachelor’s degree from an accredited university
- Approximately 5–8 years of relevant experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support
- At least 2 years of experience in a supervisory, team-lead, project-management, or managerial role
- Korean-English bilingual proficiency, with strong written and verbal communication skills
- Experience communicating directly with clients and leading business meetings
- Working knowledge of operational KPIs, service-level agreements, productivity, quality, and performance reporting
- Ability to analyze operational data, identify issues, and coordinate practical solutions
- Strong organizational, coordination, and problem-solving skills, with attention to detail
- Proficiency in Microsoft Excel and PowerPoint
- Ability to manage multiple priorities and work independently in a remote environment
- Reliable internet connection and a suitable home-office environment
- Availability to travel as business needs require
- A responsible, adaptable, proactive approach and willingness to learn new areas of work
Benefits:
- Work for a US company
- Competitive Compensation package
- All additional benefits by Dominican Law (13th Salary, PTO, etc.)
- Complementary Health Insurance
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