Content Operations Manager

7 days ago


Hyderabad, Telangana, India GHX Full time
Job Title: Content Operations Manager

Job Summary:

The Content Operations Manager will oversee a team responsible for delivering high-quality content services to our customers. This role requires strong leadership and operational management skills, with a focus on process excellence and customer satisfaction.

Key Responsibilities:

  • Lead a team of Content Operations professionals to achieve service goals and maintain high customer satisfaction
  • Collaborate with internal stakeholders and GHX North America leadership to provide operational oversight and ensure delivery targets are met
  • Develop and implement operational policies and procedures, and evaluate employee performance
  • Provide ongoing training and oversight of staff on technology used in Content Services processes
  • Conduct performance management and track KPIs for FTEs to ensure customer deliverables are met
  • Build and develop the team, establishing hierarchy of responsibilities and concentrations as needed
  • Act as escalation point for technical and transactional issues, and provide follow-up with required individuals to ensure successful problem ownership
  • Cross-functional and collaborative engagement with internal GHX US and offshore stakeholders for operational performance management
  • Manage staffing to address attrition and workload, and plan capacity through timely recruitment and training for replacing resources
  • Ensure knowledge management is implemented effectively using GHX corporate tools
  • Serve as the internal representation for the voice of the customer on new or existing products
  • Implement new processes or requests process evolution to drive greater efficiencies

Requirements:

  • Minimum 8+ years of experience in healthcare and/or operations, including at least 3 years experience in operations management managing direct reports
  • Bachelor's degree, or a combination of education and related experience
  • Global BPO experience, working with US clients, preferably in healthcare vertical

Work Environment:

  • Shift Timings: US Shifts
  • Transportation - 1 way (Drop Cab Facility)
  • Work mode: Work from Office


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