Operations Manager

About The Role 

The Operations Manager will be responsible for managing complex processes, clients, and a large-scale workforce. As a member of our AI training and application team. You will scope and refine expert training processes for these models with a team of advanced human trainers, as well deploy cutting-edge operations and best practices across enterprise companies. 

A successful candidate will be a fast, adaptable learner to keep pace within this high-velocity space. They will also deliver excellent service and strategic, thought-partnership to clients through managing teams and our tech-enabled process automation 

What You’ll Do 

Key Responsibilities 

• Manage Strategic Clients Relationships: Oversee operational delivery to a book of clients to ensure that their evolving needs are met, requiring strong communication and presentation skills, clear expectations management and service-level agreements, and timely troubleshooting. Ensure pricing and billing are accurate.
• Manage Complex Projects: Partner with clients to align on expected work volume, use forecasts to develop a project plan and ensure sufficient capacity. Serve as a bridge between the client and automations teams to develop and refine processes.
• Innovate & Iterate on Process Design: Build and design frameworks and guidelines to drive best practices in AI training and, ultimately, improvements to AI models. Iterate through collaboration with team members, peers, and clients.
• Manage Large-Scale Teams: Oversee hiring, staffing, and development of sizable project teams. Act as the vital link between our clients and teams throughout Invisible, requiring a strong synthesis of client needs and an eye towards productive collaboration. Onboard new joiners.
• Inspire Creativity: Identify areas for process improvement and efficiency gains, and scope new processes when needed. Be relentlessly curious, creative and proactive in implementing solutions to critical issues. Seek cross-cutting improvements to systems to improve the team.
• Own Your Business: Maintain client health in both service and unit economics and provide guidance and leadership to the team of operators that are in charge of producing the outputs of the client/process. Own the financial cycles for the book of clients, including payroll reconciliation and approval, and end-of-month closure of the financials. Collaborate with the Director/s to develop and implement strategies that drive growth and profitability. 

What We Need 

Skills and Qualifications 

• At least 5 years of experience in operations management, preferably in a client-facing role
• Proven track record of managing client relationships and delivering exceptional service 
• Ideal candidates will have familiarity within or exposure to AI concepts, though curiosity and fast learning are more important
• Intermediate understanding of how to build financial models, especially cost-driven analysis; comfortable with data analysis in spreadsheets, managing complex formulas and building processes.
• Strong management and leadership skills and ability to provide guidance and support to a team.
• Experience in capacity planning and project management
• Excellent communication skills, both verbal and written
• Ability to work remotely and manage teams without in-person interaction
• Ability to think strategically in complex and difficult situations
• Strong sense of urgency and ability to prioritize tasks; be open and flexible on schedules