{"id":2499638,"url":"https://alion.io/job/broadway-support-services-senior-operations-manager","title":"Senior Operations Manager","company":{"id":4421041,"name":"Broadway Support Services","domain":"broadwaysupportservices.com","url":"https://alion.io/company/broadwaysupportservices","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santo Domingo, Dominican Republic"],"countries":["DO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":80000,"max_usd":178000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5925},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-14T05:36:48Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T05:00:03Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Us\nBroadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.\nOverview\nThe Senior Operations Manager is responsible for leading day-to-day operations, driving performance excellence, and ensuring the successful execution of client, employee, and organizational objectives. This role partners closely with senior leadership to develop and implement operational strategies that improve productivity, service quality, employee engagement, compliance, and financial performance.\nThe Senior Operations Manager serves as a key business leader, fostering a culture of accountability, continuous improvement, and operational excellence while supporting Broadway Support Services' mission, vision, and values. This role is responsible for developing leaders, optimizing processes, and ensuring the consistent achievement of operational and customer experience goals.\nResponsibilities\nOperational Leadership\nLead and oversee daily business support operations. \nAssist operational performance through effective planning, execution, and performance management. \nMonitor key performance indicators (KPIs) and implement action plans to achieve service, quality, productivity, and financial targets. \nForecast operational needs and recommend strategies to support organizational growth and scalability. \nIdentify operational risks and suggest/implement proactive solutions to mitigate business impact. \nEnsure operational excellence through process standardization, continuous improvement initiatives, and best-practice implementation. \nPerformance Management\nAnalyze operational trends and performance data to identify opportunities for improvement. \nConduct regular business reviews with leadership teams to ensure alignment with strategic objectives. \nDevelop and execute performance improvement plans where necessary. \nEnsure service level agreements (SLAs), quality standards, and customer experience expectations are consistently achieved. \nLeadership Development\nProvide direct leadership, coaching, and mentorship to to local Operations leaders, Supervisors, and emerging leaders. \nBuild a high-performance culture focused on accountability, engagement, and professional development. \nSupport succession planning and leadership pipeline development. \nConduct regular leadership meetings to communicate business objectives and operational priorities. \nEmployee Engagement & Culture\nFoster a positive, inclusive, and performance-driven work environment. \nPromote employee engagement initiatives that strengthen retention and organizational culture. \nPartner with Peoples team to support employee relations, recognition programs, coaching, and performance management. \nServe as a role model for Broadway Support Services' values and leadership expectations. \nQuality, Compliance & Process Improvement\nEnsure compliance with company policies, procedures, client requirements, and applicable regulations. \nLead audits of operational processes and implement corrective actions as needed. \nDrive continuous improvement projects focused on efficiency, quality, and client/employee satisfaction. \nMaintain and manage our second location, and have the ability to travel to more than one location if necessary. \nStrategic Partnership\nPartner with senior leadership to execute organizational initiatives and operational strategies. \nCollaborate cross-functionally with Peoples team, L&D, Workforce Management, Quality Assurance, IT, and other business units. \nProvide recommendations and business insights to support company growth and operational effectiveness. \nPrepare and present operational performance reports to executive leadership. \nQualifications\nEducation & Experience\nBachelor's degree in Business Administration, Operations Management, Human Resources, or a related field preferred. \nMinimum 5-7 years of progressive leadership experience in contact center operations, business process outsourcing (BPO), or operational management. \nExperience leading multiple teams, departments, or business functions. \nDemonstrated success in driving operational performance and leading teams in a fast-paced environment. \nExperience managing KPIs, workforce planning, client expectations, and operational budgets preferred. \nKnowledge & Skills\nStrong knowledge of contact center operations and customer experience management. \nProven leadership and people development skills. Strong analytical, organizational, and decision-making capabilities. \nExcellent communication, presentation, and interpersonal skills. \nExperience with performance management, process improvement, and change management initiatives. \nAdvanced proficiency in Microsoft Office Suite, including Excel, Power BI, and PowerPoint preferred. \nAbility to influence and collaborate across all levels of the organization. \nCore Competencies\nStrategic Thinking \nResults Orientation \nAccountability \nTeam Leadership \nOperational Excellence \nContinuous Improvement \nCustomer Focus \nCoaching & Development \nProblem Solving \nBusiness Acumen \nCollaboration \nChange Leadership \nBenefits\nBroadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.\nOur extensive benefits package includes:\nLaw Benefits\nPrivate insurance\nMeal Subsidy\nReferral Program\nTransportation (Starting at 4:00 PM)\nMassive Growth Opportunities\nContinuous development\nPrivileged location (City Center)\nGreat Work Environment","description_format":"text","description_chars":5835,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T05:36:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":38,"reasons":["conf:0","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/broadway-support-services-senior-operations-manager","json_url":"https://alion.io/job/broadway-support-services-senior-operations-manager.json","meta":{"generated_at":"2026-10-15T06:50:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10211,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421041},"rest":"https://alion.io/mcp/rest/get_company?id=4421041"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbroadway-support-services-senior-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbroadway-support-services-senior-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbroadway-support-services-senior-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/broadway-support-services-senior-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbroadway-support-services-senior-operations-manager"}]}