Senior Manager/Assistant Vice President - Operations

Role Overview:
We are looking for an operations leader who can own the day-to-day running of our production and delivery engine while building, growing, and energising the people behind it. This is a hands-on leadership role for someone who is equally comfortable improving a process, reading a dashboard, and walking the floor to lift a team. You will keep delivery on time and on quality every single day, and you will turn a large, talented team into a high-performing one.
You will join as Senior Manager, Operations or Assistant Vice President, Operations depending on experience, and you will move up the ladder based on the results you deliver. We promote on performance, not tenure.
What You Will Own:
Operations and delivery:
- Run the day-to-day production pipeline so that volume, turnaround, and SLA commitments are met consistently.
- Build and own clear, measurable processes for throughput, capacity planning, and quality, and improve them continuously.
- Track performance daily through dashboards and metrics, spot risks early, and act before they become problems.

- Manage resourcing and shift planning so capacity matches demand without compromising quality or the team.
- Partner with quality, client servicing, and tech teams to keep work flowing smoothly from intake to final delivery.
People and team leadership:
- Lead, coach, and grow a team of up to 200 and beyond, across team leads, supervisors, and front-line members.
- Set the tone for a culture of accountability, ownership, and pride in the work, where people want to do their best.
- Manage performance through clear goals, regular feedback, and fair, consistent standards.
- Hire, onboard, and develop talent so the team has the bench strength to scale as the business grows.
Internal and external customers:
- Build strong, trusted relationships with internal stakeholders so operations is a partner, not a bottleneck.
- Serve our clients with the reliability, responsiveness, and quality that keep them with us and growing.
- Communicate calmly and decisively when priorities collide, and keep everyone informed and aligned.
Who You Are:
- Zero-to-one mindset. You think and act like a founder. You are comfortable starting from zero, building from scratch, and creating structure where none exists yet.
- Decisive. You take ownership of outcomes and make calls when it matters. You would rather decide and adjust than wait and stall.
- Process-driven. You design processes that scale, document them clearly, and hold the team to them.
- Data-driven. You let numbers guide your decisions. You build dashboards, watch the metrics, and manage by evidence rather than gut feel alone.
- A natural people leader. You are exceptional with people. You get the best out of teams of every size, win the trust of internal and external customers alike, and handle difficult moments with maturity and care.
- Resilient and energetic. You stay calm under pressure, move fast, and keep a high bar even when things are busy and ambiguous.