Join the Aventus Team!We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support to 100+ amazing clients and partners in the e-commerce industry.Check out our website:
www.aventus.comWe’re looking for a dynamic and results-driven Operations Manager to ensure the success of assigned campaigns by overseeing daily operations, driving performance, and building strong client relationships. This role is ideal for someone who thrives in a fast-paced environment, balances people development with operational rigor, and brings a strategic lens to campaign management.What You’ll Be DoingAs an Operations Manager, you’ll oversee client campaigns, coach and develop team leaders, monitor performance, and collaborate with cross-functional teams to ensure KPIs and SLAs are consistently achieved. You’ll also play a key role in identifying opportunities for growth, innovation, and operational excellence.Your Core Responsibilities:Coach DevelopmentEquip coaches to meet client SLAs and KPIsProvide mentorship and actionable feedback to enhance agent performanceFoster continuous learning and personalized growth plans for coachesPerformance Management & KPIsEnsure SLA and KPI goals are consistently met or exceededMonitor and drive performance through daily, weekly, and monthly reportingClient Relationship ManagementIdentify growth opportunities within client accounts, including volume and channel expansionCollaborate with the Client Success team to support expansion proposalsMaintain strong, trusted client relationships to exceed expectationsProcess Improvement & InnovationIdentify and implement process improvements based on data and best practicesEnhance service quality and efficiency through continuous improvement initiativesOperational Compliance & Risk ManagementEnsure compliance with client protocols, industry regulations, internal policies, and PCI requirementsTechnology & Tools OptimizationPartner with IT and Product teams to optimize CRM, ticketing, QA, and e-commerce platforms (e.g., Shopify, Gorgias)Cross-Functional LeadershipLead initiatives with QA, Training, Workforce, and HR to support business continuity, certification, and scalingWhat You’ll Bring to the Table3–5+ years’ experience in operations management, preferably in BPO, customer experience, or e-commerce supportProven success in meeting and exceeding SLAs, KPIs, and client expectationsStrong leadership skills with experience in coaching and developing managers/coachesExcellent client-facing communication and relationship management skillsData-driven mindset with the ability to translate insights into strategy and actionFamiliarity with CRM, CX, and e-commerce platforms (e.g., Gorgias, Shopify)Core CompetenciesCustomer Centricity: Advocates for the customer while balancing efficiencyStrategic Thinking: Aligns team goals with broader business objectivesResults Orientation: Focused on achieving measurable outcomes (CSAT, AHT, FCR, conversion rates)Team Empowerment: Builds a coaching culture of accountability, feedback, and growthWhat’s In It For You?100% Remote Work – Work from anywhere in the PhilippinesCareer Development – Grow your leadership and operational expertise in a scaling organizationCompetitive Compensation – $11/hr + bonuses + benefits as an independent contractorInclusive Culture – Join a team that values transparency, balance, and kindnessPurposeful Work – Lead meaningful initiatives that impact clients and their customers every dayReady to Drive Operational Success?If you’re a strategic leader who thrives on building teams, exceeding client expectations, and driving operational excellence, we’d love to meet you!
