Operations Program Manager

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:

• Collaborate with cross-functional teams to implement operational improvements.
• Analyze and resolve operational issues through process or tech solutions.
• Identify and drive business process improvements across teams.
• Lead monthly business reviews and manage support operations performance.
• Ensure support readiness through onboarding checklists and documentation.
• Gather feedback from partners and convert insights into action.
• Promote a data-driven approach to decision-making.

Daily Activities:

• Monitor and provide reports for management.
• Troubleshoot operational issues and explain findings to stakeholders.
• Coordinate with vendor operations teams for alignment.
• Handle ad hoc requests as needed, once core operations are stable.
• Own and organize monthly business reviews and ensure SLA compliance.

Must-Haves:

• Strong SQL skills
• Proven experience in operations management

Nice-to-Haves:

• Experience with business analytics or BI tools (e.g., Tableau, Power BI)
• Strong data analysis background

Qualifications:

• 3-5 years in Operations Program Management
• Experience leading KPI reviews and driving process improvements
• Proficiency in dashboard creation and data analysis tools