Operations Program Manager
About the job
Job Title: Operations Program Manager
Location: Dublin, Ireland (Hybrid, 3 days on-site)
Contract Duration: 7 months
We are seeking an experienced Operations Program Manager to join a Business Support Engineering team based in Dublin. This team supports enterprise clients across various industries, including fintech and telecom, with a focus on operational excellence.
In this role, you will drive efficiency and process improvements, working closely with cross-functional teams and external partners. You will be responsible for enhancing support operations, scaling processes, and improving key performance metrics such as KPIs and customer satisfaction scores.
Key Responsibilities:
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Collaborate with cross-functional teams to implement operational improvements.
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Analyze and resolve operational issues through process or tech solutions.
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Identify and drive business process improvements across teams.
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Lead monthly business reviews and manage support operations performance.
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Ensure support readiness through onboarding checklists and documentation.
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Gather feedback from partners and convert insights into action.
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Promote a data-driven approach to decision-making.
Daily Activities:
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Monitor and provide reports for management.
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Troubleshoot operational issues and explain findings to stakeholders.
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Coordinate with vendor operations teams for alignment.
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Handle ad hoc requests as needed, once core operations are stable.
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Own and organize monthly business reviews and ensure SLA compliance.
Must-Haves:
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Strong SQL skills
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Proven experience in operations management
Nice-to-Haves:
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Experience with business analytics or BI tools (e.g., Tableau, Power BI)
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Strong data analysis background
Qualifications:
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3-5 years in Operations Program Management
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Experience leading KPI reviews and driving process improvements
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Proficiency in dashboard creation and data analysis tools
