Operations Manager | Pilot Wave

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission : To create conditions within which people can thrive!

We are seeking a strategic and results-driven Operations Manager to lead and support the day-to-day execution of our campaigns. This role is crucial in ensuring operational excellence, client satisfaction, and team performance within a fast-paced, compliance-driven environment.

You will be responsible for managing key operational workflows, supporting client initiatives, optimizing team efficiency, and ensuring the successful delivery of KPIs and service standards.

Duties and Responsibilities:

• Oversee the daily operations of the assigned campaign, ensuring consistent performance and adherence to client and internal standards

• Collaborate with cross-functional teams (e.g., Training, Quality, Workforce, and HR) to support smooth campaign execution

• Develop and implement operational strategies that enhance efficiency, customer satisfaction, and business results

• Monitor and analyze campaign metrics, including productivity, quality, and compliance, and initiate corrective actions when necessary

• Manage team leads/supervisors and ensure proper coaching, development, and performance management

• Serve as the main point of contact for client communication and reporting, ensuring transparency and alignment

• Ensure adherence to financial regulations, data privacy policies, and industry-specific compliance requirements

• Lead regular business reviews with internal and external stakeholders

• Contribute to forecasting, capacity planning, and resource allocation

Qualifications:

• Bachelor's degree in Business, Operations Management, Finance, or a related field

• Minimum of 3–5 years of experience in operations management, preferably in a BPO or tech-enabled services environment

• Prior experience supporting a technical support or customer service campaign is a strong advantage; chat/email support is preferred

• Strong leadership and people management skills, with experience leading large or multi-tiered teams

• Proficiency in operational tools, CRM platforms, workforce systems, and reporting dashboards

• Solid understanding of financial compliance and risk management in customer-facing operations

• Excellent communication, organizational, and analytical skills

• Strong problem-solving mindset and ability to make data-driven decisions

• Amenable to work onsite and in shifting schedules