Operations Manager

Key Responsibilities

• Coverage of survey onboarding, setup, configuration, approvals, and rollover activities.
• Ensuring survey programs are launched accurately and on schedule.
• Supporting survey workflows, routing processes, service level agreements (SLAs), and respondent communications.
• Partnering with business stakeholders to identify and implement process improvements related to survey operations.
• Maintaining survey-related configurations, user assignments, and operational controls.
• Supporting CRM-driven customer engagement and respondent service initiatives.
• Monitoring and improving respondent experiences across communication channels.
• Collaborating with internal teams to resolve customer service issues and operational challenges.
• Ensuring business processes and workflows are functioning effectively and efficiently.
• Coordination of marketing campaign support, including outreach campaigns and communication efforts supporting survey participation and customer engagement.
• Supporting email and SMS communication initiatives and monitoring campaign effectiveness.
• Auditing and maintaining knowledge articles, FAQs, topics, and self-service content to support respondents and internal users.
• Supporting search functionality and content organization to improve information accessibility.
• Partnership with business teams to ensure knowledge resources remain current and accurate.
• Data management activities related to survey onboarding, user assignments, account mappings, and operational processes.
• Supporting integrations and data exchanges between CRM systems and related applications.
• Working with technical teams to troubleshoot data and system issues impacting business operations.
• Aiding in testing and validating system changes and enhancements.
• Development and maintenance of operational reports, dashboards, and performance metrics.
• Tracking survey activity, customer interactions, operational effectiveness, and service delivery metrics.
• Analyzing trends and providing recommendations to improve efficiency, customer experience, and business outcomes.
• Preparation of reports and presentations for leadership and program stakeholders.
• Monitoring system performance and operational processes to identify issues and improvement opportunities.
• Coordination of issue resolution efforts with technical and business teams.
• Supporting platform upgrades, process enhancements, and modernization initiatives.
• Participation in Agile teams and continuous improvement efforts to improve business operations and service delivery.

Requirements

• Bachelor's degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.
• 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.
• Experience managing complex business processes and cross-functional projects.
• Strong analytical, organizational, and problem-solving skills.
• Experience creating reports, dashboards, and operational metrics.
• Strong communication and stakeholder management skills.
• Experience working in Agile or fast-paced operational environments.