HITL Operations Manager

Are you an experienced operations and managed services leader ready to drive service excellence, scale a cutting-edge operational framework, and lead a dynamic team to success? As our next HITL Operations Manager, you will spearhead the delivery of HITL Operations across multiple client accounts, ensuring consistent service execution, operational excellence, and high client satisfaction.  

• Work Setup: PH Remote  

• Start Date: ASAP  

• Schedule: US hours, Eastern time

Job Summary

The HITL Operations Manager is responsible for leading the delivery of HITL Operations across multiple client accounts by ensuring consistent service execution, operational excellence, and client satisfaction. This role oversees cross-functional operational teams, manages service delivery performance, coordinates capacity and resource planning, maintains client relationships, and drives continuous improvement initiatives that ensure operational consistency, service quality, and successful business outcomes. All HITL roles will roll up directly to this position.  

What does a day in the life of a HITL Operations Manager look like?

• Lead the delivery of HITL Operations across multiple client accounts while ensuring compliance with established service levels, operational standards, and contractual commitments.  
• Manage the operational cadence across cross-functional teams to ensure activities are coordinated, dependencies are addressed, and work progresses efficiently across all operational functions.  
• Oversee the resolution of operational findings by ensuring issues identified through Quality, Exception, Governance, Knowledge, and Tuning activities are appropriately communicated, assigned, tracked, and resolved.  
• Plan and manage team capacity, scheduling, forecasting, and resource allocation to balance workload across multiple client accounts while maintaining service commitments.  
• Lead the onboarding of new client deployments by establishing operational readiness, coordinating implementation activities, and transitioning accounts into steady-state operations.  
• Serve as the primary operational contact for assigned client accounts by conducting service reviews, communicating operational performance, managing expectations, and fostering strong client relationships.  
• Lead operational escalations by coordinating cross-functional response efforts, communicating proactively with stakeholders, and ensuring timely issue resolution.  
• Monitor operational performance, service metrics, client feedback, and business trends to identify opportunities for continuous improvement and operational optimization.  
• Lead, coach, develop, and support a team of HITL Operations professionals while fostering accountability, collaboration, engagement, and continuous professional development.  
• Ensure operational documentation, governance activities, audit readiness, and supporting artifacts are maintained in accordance with organizational standards and client requirements.  
• Support hybrid service delivery models by coordinating operational responsibilities across internal teams and client-managed functions as required.  
• Adhere to company policies and procedures.  
• Meet or exceed performance targets for related KPIs.  
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.  
• Collaborate with other departments as needed.  
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. 

What are the qualifications of a HITL Operations Manager?

• Minimum of five (5) years of experience in service delivery, operations management, program management, managed services, customer operations, or a related field, including experience leading multi-client operations or service delivery teams.  
• Experience managing multiple client accounts while maintaining service levels, operational performance, and customer satisfaction across a shared operational team.  
• Experience leading cross-functional teams and coordinating work across multiple operational disciplines to achieve business objectives and service commitments.  
• Experience planning capacity, forecasting workload, scheduling resources, and balancing competing operational priorities across multiple clients or business functions.  
• Experience managing client relationships, conducting business reviews, communicating operational performance, and resolving complex service delivery issues.  
• Experience leading operational escalations, driving issue resolution, and implementing continuous improvement initiatives that enhance service quality and operational efficiency.  
• Strong leadership, coaching, and people management skills with the ability to develop high-performing teams in a fast-paced environment.  
• Strong analytical, organizational, and problem-solving skills with the ability to evaluate operational performance, identify improvement opportunities, and make sound business decisions.  
• Strong written and verbal communication skills with the ability to effectively communicate with clients, executive leadership, and cross-functional stakeholders.  
• Ability to manage multiple priorities while maintaining operational excellence, client satisfaction, and accountability for business results.  
• Commitment to operational excellence, customer success, continuous improvement, and delivering consistent, high-quality managed services. 

Ninja Perks and Benefits

• Competitive compensation designed to recognize your experience, contributions, and impact

• Retirement Savings Program with Company Matching to help support your long-term financial goals

• Life insurance coverage

• HMO coverage starting on Day 1

• Free dependent coverage, with one (1) dependent covered upon regularization and a second dependent added after one year of service

• Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day

• Company-provided equipment  

• Work from Home

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Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.  

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