Description

We are looking for an experienced operations management professional to manage operations and process optimization for our Print Quality Assurance operations team. This individual should be able to work in a fast-paced environment where they can affect the customer experience and add value to the business at the same time.

The Operations Manager will work closely with various business stakeholders to develop varied solutions ranging from automation, optimization, performance improvement for strategic business and operations programs. This individual should have a passion to dive deep, project management skills, a focus on simplification and optimization, passionate about career development people management skills, a high level of customer focus, and a track record of transforming operations performance data into digestible, actionable insights. The Operations Manager must be a self-starter, comfortable with ambiguity, with attention to detail, and ability to create a vision that includes goal-setting, strategy development, execution, and optimization

Key job responsibilities

• Lead the Core Operations team across multiple locations by setting the vision, direction and culture of the team. Collaborate with internal/external partners to build roadmaps by creating team strategy and vision.

• Drive continuous improvement in Quality, Productivity, Customer experience, Program and People metrics, influence business teams to prioritize changes (tech and process/program) and present key improvement strategies.

• Manage individual and team performance expectations and goals, monitor service levels, and hold the teams accountable to meet and exceed performance targets by resolving performance barriers as needed.

• Create a culture of accountability, transparency and collaboration to perform rapid deep dives into root causes of defects and implement scalable solutions to mitigate recurrence.

• Collaborate to deliver sophisticated metrics dashboard for the various programs to monitor metrics and drive improvements.

• Responsible for planning and deliverables for multiple programs, including headcount planning, hiring, infrastructure and utilization.

• Develop mechanisms to communicate with leadership and partner teams – Weekly/Monthly/Quarterly reviews and device plan of action on the opportunities

A day in the life

You will lead operations with focus on continuous improvement. Additionally, you will be responsible for people and project management skills by conducting in-depth analyses, thinking big and identifying game-changing opportunities. Lastly, you will be expected to deliver solutions that are technology based, highly scalable and flexible - all while maintaining people, customer and business partner focus. You will work with internal and external stakeholders to identify, define, and specify solutions meeting our customer’s needs. You will demonstrate execution in a dynamic operational environment and will be able to lead at strategic and tactical levels by diving deeply into metrics.

About the team

Print Quality Assurance (PQA) ensures book files meet our Guidelines prior to becoming available for customer purchase. These files would have already passed through the first stages in the publishing process. The PQA check determines whether or not the file will become available for customer purchase based on whether the files will print correctly according to manufacturing standards, and whether the files or metadata could potentially mislead readers who are purchasing the books.

Basic Qualifications

• 2+ years of program or project management experience

• 3+ years of team management experience

• Experience leading process improvements

• Experience with data analysis and business case development, and managing programs from concept to implementation

Preferred Qualifications

• Knowledge of data mining using SQL

• Experience in translating business needs into detailed feature requirements

• Experience in e-commerce/Hi-tech/Retail industry or management consulting with focus on one of these industries