Operations Manager - Fairfax, United States - BARE International

Description

• Client Management
• Coordinate all client business accounts, ensuring all deadlines are met in a timely and orderly fashion.
• Maintain the client relationship and oversee client satisfaction.
• Build relationship by establishing trust and credibility through regular meetings and communication.
• Provide feedback to client on an ongoing basis.
• Exceed quality expectations by constantly monitoring data and results, proactively informing the client of any concerns, and working with the team to immediately correct and improve results.
• Resolve promptly key operational problems/issues.
• Conduct or attend inperson meetings at client or BARE offices.
• Complete other duties as assigned.
• Team Management
• Supervise daily all project team members (including Key Account Managers, Team Leads, Project Managers, Junior Project Managers, and Resource Managers).
• Provide training, coaching, and mentoring to new and existing employees; assist in the orientation/acclimation process for new employees.
• Communicate effectively and positively with team members in many locations with diverse backgrounds.
• Organize team meetings and participate in regular 1:1's with each team member for ongoing coaching and development.
• Address performance issues when necessary and keep accurate documentation of all performance counseling sessions, positive or performanceimprovement.
• Motivate team's participation towards operational goals.
• Monitor workloads, and coach and motivate staff with clear goals and feedback.
• Conduct regular formal performance appraisals for each team member and follow up on individual goals.
• Conduct team audits to ensure adherence to processes and procedures.
• Create a customerfocused and positive team spirit.
• Development, Optimization, & Delivery of Client Projects
• Guide and assist assigned staff with evaluator recruitment; ensure quality control of projects, set up research surveys/accounts, audit submitted reports as needed.
• Define and communicate client needs, goals, methodologies, and research scopes to the team.
• Build reports; setup questionnaires and surveys when needed.
• Identify Operational/Fieldwork issues and recommend solutions.
• Author project summaries, analyses, or case studies when required.
• Manage the reporting needs of clients with close cooperation of the Business Intelligence team.
• Create and conduct tailored presentations to clients.
• Cost Control
• Monitor client budgets and billing process for accuracy and timeliness.
• Monitor project budget; evaluate and implement opportunities to reduce operational costs.
• Calculate and submit monthly client invoicing and evaluator payments.
• Research and resolve evaluator payment issues and questions.
• Compile monthly financial reports (e.g. Shop Metrics, Revenue Analysis, Budgets, etc.).
• Communicate monthly revenue analysis wins and opportunities with team; set goals and strategies for costcutting and cost optimization.
• Develop and implement operational strategies to maximize efficiency and eliminate waste/redundancy.
• Remain aware of all specification changes and subsequent impact on costing and client fees; communicate changes, impact, and solutions to BARE leadership.
• Remain educated on BARE "costout" model.
• Internal Communication & Strategy
• Assist in strategy development and execution.
• Organize and attend Internal Project, Account Review, and Operational meetings.
• Assist with the implementation of company policies and procedures through leadership by example.
• Participate in management meetings; provide consultative feedback to management and superiors; provide advice and assistance to senior management in the planning, implementation, and evaluation of modifications to operations, systems, and procedures.

• Bachelor's degree and three years' relevant work experience.
• Knowledge of customer experience industry, relevant business cycles, and evaluation programs.
• Knowledge of BARE's program operations.
• Demonstrated leadership skills, including:
• Ability to anticipate future needs.
• Ability to cope effectively with unanticipated events.
• Ability to provide purpose, motivation, and direction to team members.
• Proven conceptual and strategic skills.
• Record of developing and documenting procedures and processes based on knowledge and experience.
• Demonstrated ability to communicate effectively verbally and in writing at all levels within and outside of the organization.
• Proven ability to respond to team and customer needs in a timely and effective manner.
• History of meeting commitments on time and on budget.
• Demonstrated ability to problemsolve and find creative solutions to problems using available resources.
• Record of providing recommendations to improve quality and productiv