Operations Manager

We are proud to partner with Monark Group in their hiring of an Operations Manager to join their passionate team and help drive operational excellence across various initiatives.

About You

In this role, you will lead program management efforts, support business growth, and ensure day-to-day operations are executed efficiently. Your ability to collaborate with cross-functional teams and external partners will be vital to turning Monark's vision into reality.

About Monark
:
Monark Group is a diversified holding company committed to powering strategic growth and innovation across three core areas:
Global Shipping Logistics, Health Technology, and Real Estate Development. With over five decades of industry expertise, we combine deep technical know-how, rigorous quality standards, and a people-first culture to deliver measurable impact for our clients, partners, and communities.

At Monark Group, their mission is to innovate responsibly—partnering with purpose-driven organizations to solve complex challenges, empower people, and build resilient ecosystems. Recognized as a Great Place to Work for 2024–2025, we cultivate a culture of integrity, collaboration, and continuous improvement:

• Integrity & Trust: We hold ourselves to the highest ethical standards in every endeavor.
• People Empowerment: We invest in our team’s growth, believing that empowered individuals drive the greatest impact.
• Innovation & Excellence: We challenge conventions, embracing bold ideas and cutting-edge technologies to deliver best-in-class solutions.
• Sustainability & Community: We prioritize long-term, responsible growth—balancing business goals with environmental stewardship and social responsibility.

Key Responsibilities:

Program Management and Coordination

• Oversee the planning, organizing, and execution of programs in alignment with organizational goals.
• Ensure policies and best practices are consistently implemented and maintained.

Team Leadership and Stakeholder Engagement

• Provide guidance and leadership to cross-functional teams, fostering a supportive and collaborative environment.
• Build and maintain positive relationships with both internal and external stakeholders.
• Facilitate meetings and events, including agenda preparation and schedule coordination.

Operational Efficiency and Innovation

• Lead day-to-day operational tasks that contribute to business growth and program development.
• Identify and address operational challenges, proposing strategic improvements to enhance efficiency.
• Troubleshoot issues with services or products to ensure timely resolutions.

Communication and Reporting

• Develop presentations, summaries, and other communication materials to promote company-wide understanding of programs.
• Prepare reports and analyze data to support management in data-driven decision-making.

Training and Mentorship

• Equip contact center representatives with the knowledge, tools, and resources required for effective customer interactions.
• Collaborate with various departments to refine operational procedures aligned with business objectives.

Technology and Systems Optimization

• Ensure effective use of technology for operational processes, staying updated on call center systems and tools.
• Evaluate new technologies and processes to optimize performance and productivity.

Additional Responsibilities

• Take on other duties as assigned to support organizational needs.

Requirements

• Proven Experience: 2+ years in roles such as Operations Manager, Customer Support Supervisor, Team Lead, Operations Analyst, or Project Manager.
• Educational Background: High school diploma required; a bachelor’s degree in a related field is strongly preferred.
• Leadership Abilities: Demonstrated experience managing and motivating teams to achieve operational goals.
• Industry Knowledge: Familiarity with omnichannel support models and call center systems (e.g., Five9, Genesys, Zendesk).
• Organizational
  
  Skills:
  
  Strong time management and organizational abilities to handle multiple priorities effectively.
• Communication Excellence: Outstanding verbal and written communication skills, with a keen eye for detail in grammar and punctuation.
• Relationship Building: Proven ability to build and maintain strong…