Operations Manager, Korean-English Speaker

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Oversee daily communication with clients, acting as a vital link among the client, operations team, and support services.

• Organize activities across Shared Services, Back-office, and Contact Center operations.

• Monitor client requests, operational challenges, decisions, and action items, ensuring prompt follow-up and precise documentation.

• Analyze KPIs, service levels, productivity, quality, staffing, and other operational metrics; pinpoint performance gaps and coordinate corrective measures.

• Assist in resolving issues and escalate significant risks or concerns when necessary.

• Develop operational reports, prepare meeting materials, and create business-review presentations; lead or assist in client meetings and operational reviews.

• Collaborate with Workforce Management, Quality, Training, HR, Finance, IT, and other support teams to achieve performance targets and meet client expectations.

• Ensure compliance with operational procedures, client specifications, and established processes.

• Aid in the implementation and stabilization of new processes, programs, technologies, and operational initiatives.

• Identify opportunities to enhance service quality, productivity, communication, and operational efficiency.

• Travel to client or operational locations for meetings, reviews, or project support as needed.

⛳️ Requirements

• Bachelor’s degree from an accredited institution.

• Approximately 5–8 years of pertinent experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support.

• Minimum of 2 years in a supervisory, team-lead, project-management, or managerial capacity.

• Bilingual proficiency in Korean and English, with strong written and verbal communication skills.

• Experience in direct client communication and leading business meetings.

• Familiarity with operational KPIs, service-level agreements, productivity, quality, and performance reporting.

• Capability to analyze operational data, recognize issues, and coordinate practical solutions.

• Excellent organizational, coordination, and problem-solving abilities, with a keen attention to detail.

• Proficient in Microsoft Excel and PowerPoint.

• Ability to handle multiple priorities and work independently in a remote setting.

• Reliable internet connection and an appropriate home-office setup.

• Willingness to travel based on business requirements.

• A responsible, adaptable, proactive mindset and eagerness to learn new areas of expertise.

🏝️ Benefits

• Work for a US company.

• Competitive compensation package.

• All additional benefits as per Dominican law (13th salary, PTO, etc.).

• Complimentary health insurance.