Operations Manager

UnifyCX is growing and we are looking for an Operations Manager to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

What Will You Do?

As an Operations Manager you will be responsible for overseeing and managing day-to-day operations to ensure efficient and effective delivery of services. This role involves leading teams, optimizing processes, and implementing strategies to meet performance targets and enhance client satisfaction. The Operations Manager will work closely with senior management and clients to drive operational excellence and achieve business objectives.

Key Responsibilities

• Own the end-to-end operational delivery and customer experience for a portfolio of high-value, strategic, and white-glove customers.
• Ensure premium service standards are consistently achieved through proactive engagement, personalized support models, and rigorous service governance.
• Act as the senior operational escalation point for critical customer issues, driving rapid resolution and minimizing business impact.
• Build and maintain trusted relationships with customer stakeholders, including senior leadership, to strengthen satisfaction, retention, and growth opportunities.
• Lead cross-functional teams to deliver exceptional customer outcomes, ensuring alignment between operational performance, customer expectations, and contractual commitments.
• Monitor customer health, service performance, and experience metrics, identifying risks and implementing continuous improvement initiatives.
• Champion a customer-first culture while balancing operational efficiency, risk management, and profitability targets.

Who Are You?

• Education:Bachelor’s degree in Business Administration, Management, or a related field preferred.
• Experience:
• Minimum of 5 years of experience in operations management within the BPO industry or a related field.
• Proven experience in managing teams, driving performance, and delivering results.
• Skills:
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Effective communication and interpersonal skills.
• Proficiency in using operations management software and tools.
• Ability to manage multiple tasks and projects simultaneously.
• Strong organizational and time management skills.
• Additional Requirements:
• Proven experience managing white-glove, VIP, executive, or strategic customer portfolios in a complex operational environment.
• Demonstrated success delivering exceptional customer experiences for large enterprise or high-revenue accounts.
• Strong stakeholder management skills with the ability to influence and engage executives and senior decision-makers.
• Experience managing critical escalations, service recovery, and high-impact customer incidents.
• Track record of improving customer satisfaction (CSAT), Net Promoter Score (NPS), retention, and service-level performance.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.