About ShyftOff:

ShyftOff makes contact center ops insanely easy. It’s the only agentic workforce delivery platform that manages your human contact center agents for you.

The Role

We’re looking for a strategic, tech-savvy Operations Manager who thrives in fast-paced, high-growth environments. This role is ideal for someone with a strong operations and people leadership background, preferably in CX, SaaS, or a tech-enabled services organization.

You’ll drive performance, own operational workflows, optimize processes, and collaborate cross-functionally to support product, client onboarding, and continuous improvement initiatives. You’ll leverage data to influence decisions, enhance customer experiences, and strengthen operational efficiency at scale.

This role is best suited for someone who is curious, proactive, analytical, and energized by building, refining, and scaling processes that drive business outcomes.

What You’ll Do

Team & Performance Leadership

• Lead, coach, develop, and inspire a remote operations team to achieve performance excellence.
  
  
• Build a culture of accountability, collaboration, and high ownership within the team.
  
  
• Use data to inform performance coaching, insights, and strategic improvements.
  
  

Operational Excellence

• Assess, optimize, and standardize processes to drive efficiency, quality, and scalability.
  
  
• Partner cross-functionally with Product, Engineering, and other stakeholders to solve operational challenges and improve the experience for both clients and agents.
  
  
• Develop and execute initiatives that drive continuous improvement and operational innovation.
  

Client & Stakeholder Enablement

• Serve as an operational partner to clients. Ensuring smooth onboarding, adoption, and ongoing performance success.
  
  
• Support business reviews by presenting performance insights and operational improvements.
  
  

Training, Quality & Enablement

• Oversee or collaborate on training programs that improve performance, quality, and client outcomes.
  
  
• Identify skill gaps and operational needs; help build training and enablement initiatives that support excellence.
  
  

Data, Reporting & Insights

• Build and maintain reporting dashboards that drive decision-making, performance optimization, and trend analysis.
  
  
• Translate data into insights, action plans, and measurable improvements.
  
  

Technology & Innovation

• Champion the effective use of internal tools, systems, and platforms to increase efficiency.
  
  
• Stay current on emerging CX technologies and industry trends, recommending improvements that enhance the operation.
  
  

What You Bring

Required

• 5+ years in Operations within a high-growth, fast-paced environment
  
  
• 3+ years leading people in a remote or distributed environment
  
  
• Experience in a CX-focused or client-facing operational role (CX, SaaS, or tech startup experience strongly preferred)
  
  
• Proven ability to lead through data: performance metrics, reporting, analysis, and driving change through insights
  
  
• Strong operational problem-solving and process optimization skills
  
  
• Excellent communication, stakeholder management, and cross-functional collaboration abilities
  
  
• Tech-savvy with strong proficiency in spreadsheets, reporting tools, and workflow platforms
  
  
• Experience supporting or managing client engagements, performance reviews, and operational initiatives
  
  
• Highly proactive, organized, resourceful, and comfortable operating with autonomy
  
  

Nice to Have (not required but beneficial)

• Experience managing call center operations, contact center teams, or virtual CX staffing models
  
  
• Knowledge of call center metrics, QA programs, SLAs, or workforce management
  
  
• Experience working with 1099 or flexible workforce models
  
  
• Experience with training design, LMS platforms, or quality assurance programs

Equal Opportunity Employer:

ShyftOff Corp values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.