Description

The Senior Operations Manager owns the operational excellence of our site in London site within AGI Data Services. Leading a multi-layered organization of 200+ data associates, this role demands a leader who combines strategic vision with relentless execution, someone who can simultaneously architect the future state of site operations while delivering flawless daily execution against challenging SLAs. This is not a maintenance role. The successful candidate will challenge the status quo, eliminate inefficiency, raise the performance ceiling, and leave the operation materially stronger than they found it. This role requires comfort with ambiguity, the ability to context-switch between strategic planning and tactical problem-solving, and the judgment to know which mode a situation demands. Regular engagement with senior leadership on strategy, risk, and performance is expected.

Key job responsibilities
• Own the end-to-end operational P&L for our site in London, driving measurable improvements in cost-per-unit economics while maintaining or exceeding quality SLAs across all active programs.
• Drive workforce planning in partnership with Finance, aligning labor capacity models to demand forecasts managing flex strategies (overtime, cross-training, temporary labor) to maintain SLA compliance during volume fluctuations.
• Define and execute a multi-year operational strategy for Data Services at the site, anticipating shifts in program volume, automation adoption, and workforce composition, proactively positioning the site to absorb new workstreams.
• Lead cross-functional initiatives with Engineering, Product, and Program teams to define tooling requirements, influence product roadmaps based on operational friction data, and validate feature releases through structured UAT processes.
• Own the site's quality ecosystem, establishing closed-loop mechanisms where defect root causes are identified within 24 hours, corrective actions are implemented within one sprint cycle, and systemic patterns are escalated with data-backed proposals to Engineering and Product teams.
• Architect scalable processes that reduce dependency on headcount growth, leveraging automation, tooling improvements, and workflow redesign to deliver throughput gains quarter over quarter without proportional cost increases.
• Build and lead a high-performing leadership team (Operations Managers, Team Managers), setting differentiated performance expectations, calibrating talent rigorously, and maintaining a ready-now succession pipeline for all critical roles.
• Champion a data-driven culture where every operational decision is grounded in statistical analysis, A/B testing of process changes is standard practice, and anecdotal reasoning is challenged.
• Build and sustain an engagement model that delivers measurable year-over-year improvement in associate retention and engagement scores, with specific interventions tied to root-cause analysis of attrition drivers rather than generic culture programs.
• Serve as the site’s executive voice to senior leadership, translating operational data into strategic narratives, owning regular business review inputs, drafting strategic papers for director-level decision forums, and proactively surfacing risks with mitigation plans rather than reactive escalations.
• Operate as a force multiplier across the cluster, sharing best practices, standardizing processes across sites, and contributing to org-wide mechanisms that raise the performance ceiling for peer sites.