{"id":1972412,"url":"https://alion.io/job/glowtouch-operations-manager-3","title":"Operations Manager","company":{"id":2311829,"name":"GlowTouch","domain":"glowtouch.com","url":"https://alion.io/company/glowtouch","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycor","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":["Durban, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":56000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":31},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T19:51:53Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-11T03:55:11Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"UnifyCX is growing and we are looking for an Operations Manager to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!\n\nWhat Will You Do?\nAs an Operations Manager you will be responsible for overseeing and managing day-to-day operations to ensure efficient and effective delivery of services. This role involves leading teams, optimizing processes, and implementing strategies to meet performance targets and enhance client satisfaction. The Operations Manager will work closely with senior management and clients to drive operational excellence and achieve business objectives.\nKey Responsibilities:\n Operational Oversight:Manage and supervise daily operations to ensure adherence to company policies, client requirements, and service level agreements (SLAs).\nOversee multiple teams, including team leads and agents, ensuring optimal performance and productivity.\n\n Performance Management:Monitor key performance indicators (KPIs) and operational metrics to assess and improve performance.\nConduct regular performance reviews and provide feedback to team members.\nImplement action plans to address performance issues and achieve performance targets.\n\nClient Relationship Management:Serve as the primary point of contact for clients, ensuring their needs are met and addressing any concerns or issues.\nDevelop and maintain strong relationships with clients, understanding their business requirements and expectations.\nPrepare and present operational reports and performance updates to clients and senior management.\n\n Process Improvement:Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.\nDevelop and execute strategies to streamline operations, reduce costs, and improve service delivery.\nFacilitate regular process reviews and update standard operating procedures (SOPs) as needed.\n\nTeam Leadership and Development:Lead, mentor, and motivate teams to achieve performance goals and maintain high levels of employee engagement and satisfaction.\nOversee training and development programs to ensure team members have the necessary skills and knowledge.\nFoster a positive and collaborative work environment.\n\nResource Management:Manage resource allocation, including staffing levels, scheduling, and workflow distribution.\nEnsure that operational resources are used efficiently and effectively.\n\nCompliance and Quality Assurance:Ensure compliance with company policies, industry regulations, and client-specific requirements.\nMonitor and enforce quality standards to maintain high levels of service delivery.\nAddress and resolve any compliance or quality issues promptly.\n\nReporting and Analysis:Prepare and analyze operational reports, including performance metrics, financial data, and client feedback.\nUtilize data to make informed decisions and drive continuous improvement.\n\nWho Are You?\nEducation: Bachelor’s degree in Business Administration, Management, or a related field preferred.\nExperience:Minimum of 5 years of experience in operations management within the BPO industry or a related field.\nProven experience in managing teams, driving performance, and delivering results.\n\nSkills:Strong leadership and team management skills.\nExcellent problem-solving and analytical abilities.\nEffective communication and interpersonal skills.\nProficiency in using operations management software and tools.\nAbility to manage multiple tasks and projects simultaneously.\nStrong organizational and time management skills.\n\nAdditional Requirements:Flexibility to adapt to changing priorities and handle high-pressure situations.\nStrong client-facing skills with a focus on customer satisfaction.\n\nWho We Are:\nUnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.\nUnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.","description_format":"text","description_chars":4433,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-06T19:51:53Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":3,"expected_fill_days":29,"reasons":["conf:2","wave","velocity","win:early"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/glowtouch-operations-manager-3","json_url":"https://alion.io/job/glowtouch-operations-manager-3.json","meta":{"generated_at":"2026-10-11T05:16:58Z","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","counted_by":"address","units_charged":1,"used_today":4873,"day_limit":5000,"remaining_today":127,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"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":2311829},"rest":"https://alion.io/mcp/rest/get_company?id=2311829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglowtouch-operations-manager-3"},{"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%2Fglowtouch-operations-manager-3"},{"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%2Fglowtouch-operations-manager-3"},{"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/glowtouch-operations-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglowtouch-operations-manager-3"}]}