Associate Manager - Operations

Job Overview

The Associate Manager – Operations will support the Senior Manager in overseeing day-to-day departmental functions, with a strong focus on customer onboarding, implementation, and support. This role is pivotal in enforcing SOPs, SLAs, and KPIs, ensuring operational consistency across cross-functional teams. The ideal candidate combines analytical rigor, attention to detail, and a proactive approach towards continuous process improvement and operational efficiency.

Job Responsibilities

• Support the Senior Manager in managing daily operations across customer onboarding, implementation, and support.
• Enforce SOPs and SLAs, ensuring consistency and compliance across departments.
• Define and maintain a master Customer Success KPI set (SLA compliance, NPS, FCR, onboarding velocity).
• Conduct weekly data audits to ensure ≥98% accuracy in reports.
• Automate daily scorecards and develop a Monday 9 a.m. execu...