Operations ManagerAventus LLC

Join the Aventus Team!We are Aventus - a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support to 100+ amazing clients and partners in the e-commerce industry.Check out our website:We're looking for a dynamic and results-driven Operations Manager to ensure the success of assigned campaigns by overseeing daily operations, driving performance, and building strong client relationships. This role is ideal for someone who thrives in a fast-paced environment, balances people development with operational rigor, and brings a strategic lens to campaign management.What You'll Be DoingAs an Operations Manager, you'll oversee client campaigns, coach and develop team leaders, monitor performance, and collaborate with cross-functional teams to ensure KPIs and SLAs are consistently achieved. You'll also play a key role in identifying opportunities for growth, innovation, and operational excellence.Your Core Responsibilities: * Coach Development
Equip coaches to meet client SLAs and KPIs
Provide mentorship and actionable feedback to enhance agent performance
Foster continuous learning and personalized growth plans for coaches
Performance Management & KPIs
Ensure SLA and KPI goals are consistently met or exceeded
Monitor and drive performance through daily, weekly, and monthly reporting
Client Relationship Management
Identify growth opportunities within client accounts, including volume and channel expansion
Collaborate with the Client Success team to support expansion proposals
Maintain strong, trusted client relationships to exceed expectations
Process Improvement & Innovation
Identify and implement process improvements based on data and best practices
Enhance service quality and efficiency through continuous improvement initiatives
Operational Compliance & Risk Management
Ensure compliance with client protocols, industry regulations, internal policies, and PCI requirements
Technology & Tools Optimization
Partner with IT and Product teams to optimize CRM, ticketing, QA, and e-commerce platforms (e.g., Shopify, Gorgias)
Cross-Functional Leadership
Lead initiatives with QA, Training, Workforce, and HR to support business continuity, certification, and scaling
What You'll Bring to the Table
3-5+ years' experience in operations management, preferably in BPO, customer experience, or e-commerce support
Proven success in meeting and exceeding SLAs, KPIs, and client expectations
Strong leadership skills with experience in coaching and developing managers/coaches
Excellent client-facing communication and relationship management skills
Data-driven mindset with the ability to translate insights into strategy and action
Familiarity with CRM, CX, and e-commerce platforms (e.g., Gorgias, Shopify)
Core Competencies
Customer Centricity: Advocates for the customer while balancing efficiency
Strategic Thinking: Aligns team goals with broader business objectives
Results Orientation: Focused on achieving measurable outcomes (CSAT, AHT, FCR, conversion rates)
Team Empowerment: Builds a coaching culture of accountability, feedback, and growth
What's In It For You?
100% Remote Work - Work from anywhere in the Philippines
Career Development - Grow your leadership and operational expertise in a scaling organization
Competitive Compensation - $11/hr + bonuses + benefits as an independent contractor
Inclusive Culture - Join a team that values transparency, balance, and kindness
Purposeful Work - Lead meaningful initiatives that impact clients and their customers every day
Ready to Drive Operational Success?If you're a strategic leader who thrives on building teams, exceeding client expectations, and driving operational excellence, we'd love to meet you!
Aventus LLC

Philippines
US$11.00 per hour
Permanent
Full-time