Job Description

We are seeking a proactive Manager, Fulfillment Operations to lead our team of Analysts through a critical business transformation. This role is pivotal in shifting our operations from manual processing to a state-of-the-art, automated workflow. You will collaborate closely with business owners to ensure flawless customer delivery, while championing a new focus on analyzing the output of automation to drive quality and efficiency.

What you'll do

Lead a team of up to 15 Fulfillment Analysts responsible for the design, configuration, testing and delivery of customer solutions Develop an operating model for efficient handoff of tasks between US and India based resources Coordinate and lead training efforts on configurable platforms while defining new features and functionality required based on incremental revenue opportunities. Provide coaching, training and support to a team of direct reports in order to maintain KPI performance and competency /skill development Actively manage the team's queue of work to ensure task progression and delivery against stated timelines. Publish WIP reporting and prioritize work based on business goals. Act as a primary point of escalation for internal or externally identified issues and drive incidents to full remediation. Ensures the team is adhering to all regulatory, compliance, security, legal and company policies.

What experience you need

Bachelor's degree in Business, Information Technology, Operations Management, or a related field is essential. 5+ years of experience in service delivery, client success, or operations roles--preferably within data, technology, SaaS, or financial services sectors. 3+ years of people management experience English proficiency (C1) Proven track record of managing complex, high-value client relationships and delivering exceptional service outcomes. Experience leading cross-functional teams in a matrixed environment, with a focus on collaboration and alignment. Strong background in incident and escalation management, including leading through high-pressure situations with professionalism and transparency. Demonstrated success in driving continuous improvement, change management, and service innovation. Familiarity with data privacy, compliance, and risk management in regulated environments. Proficiency in service performance metrics (e.g., SLAs, KPIs, NPS, CSAT) and using data to drive decisions. Awareness of emerging technologies (e.g., automation, AI, cloud platforms) and their impact on service delivery. Exceptional stakeholder management and communication skills.

What could set you apart

Previous management/supervisory experience leading teams responsible for delivery of customer solutions in the financial services, telecommunications, auto or insurance industries Previous experience managing a local team with direct reporting into another geography * Proven track record of building out new operational processes and controls in an information services industry