{"id":1909646,"url":"https://alion.io/job/harte-hanks-operations-manager","title":"Operations Manager","company":{"id":1791306,"name":"Harte Hanks","domain":"hartehanks.com","url":"https://alion.io/company/hartehanks","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Supervision","optional":false}],"status":"live","first_seen_at":"2026-10-05T10:54:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T14:42:43Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Overview of Job Responsibilities\nThe Customer Care Manager will lead a team of Call Center Supervisors by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of Customer Service Representatives.\nEssential Responsibilities and Deliverables\nFunction Specific:\nDevelop staffing plans, motivational programs, and inventive plans to ensure key department metrics are met \nConduct monthly reviews of department budget to ensure goals are being met \nResearch information beyond existing procedures as required to meet customer needs \nActively promotes teamwork and information sharing across boundaries\nGenerates and utilizes formal and informal network contacts to improve collaboration among teams\nBuilds and maintains strong, collaborative partnerships with others (e.g., other team leaders, external partners)\nClarifies and shares best methods for performing teamwork across organizational boundaries (e.g., promote a 'one-team' approach for sharing common processes and practices)\nGenerates and leverages 'win-win' strategies to gain support from others outside the team for key goals (e.g., influences across boundaries to get things done).\nDiscusses performance problems in a supportive, objective, straightforward manner\nDevelops a team culture in which timely rewards and recognition are consistently provided to team members. Develops a team culture in which timely, objective feedback is provided to team members about strengths and development needs\nClarifies performance expectations collaboratively with direct reports (e.g., roles, responsibilities, standards, and goals)\nAccurately assesses the organizations strengths and vulnerabilities, and external opportunities and threats\nAnticipates potential problems and takes action to address problems in advance\nApplies lessons and knowledge learned from previous experiences to new challenges\nDevelops alternative courses of action to resolve problem and outlines the risks/benefits associated with each action\nAppropriately prioritizes business problems that need to be resolved\nBuilds credibility and trust with key customer stakeholders through open and direct communications (e.g., uses effective listening skills, provides timely feedback, ensures their needs are given priority, etc.)\nTakes personal responsibility for customer satisfaction by identifying and mobilizing the appropriate resources to respond to their needs\nLeadership and Management:\nAdopt and develop a management style of engagement, professionalism, and openness.\nDevelop and communicate a clear vision of the business goals to drive results.\nBuild relationships with employees; establish rapport, trust, and credibility\nEvaluate and develop team members to align capabilities with roles business needs and career development.\nMaintain clarity of and communicate the company’s vision and values\nFacilitate communication and collaboration within the function and across Harte Hanks\nActively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.\nAppropriately prioritizes business problems that need to be resolved\nDevelops specific strategies (e.g., contingency plans) to address the potential impact from change\nEnsures appropriate level of stakeholder buy-in and support for change\nInvolves end-users in designing an approach to change and diagnosing vulnerabilities\nMakes change plans public; communicates them throughout the organization\nDevelops and implements change that has clear business payoffs and benefits to end-users\nPublicizes and celebrates successes in the change process (e.g., 'process advertisements')\nMatches leadership style to the needs of individuals and teams (e.g., directs, coaches, collaborates, delegates appropriately)\nUnderstands the critical financial levers in the business and how to appropriately apply them\nSupervision:\nSupervises work of others, including planning, assigning, scheduling, and reviewing work, ensuring quality standards. \nIs responsible for hiring, terminating, training, and developing, reviewing performance and administering corrective action for staff. \nPlans organizational structure and job content. \nPerform monthly and annual reviews and make appropriate wage and rate recommendations within budgetary limitations\nMake training recommendations to ensure team member succeed\nMonitor Tele sales team telephone calls and provide feedback, counseling and coaching as required to ensure customer satisfaction and service remains high \nDevelop motivational and team building activities to maintain morale \nAcknowledges and addresses problems and issues in an honest, up-front, non-judgmental manner\nIdentifies others' concerns and objections and frames desired outcomes in terms of their interests\nTakes action to help ensure that all team members understand key strategies, goals and plans\nActively solicits input from others to clarify key issues and potential actions before acting\nProvides important information quickly and accurately to internal and external customers\nPlans and delivers oral and written communications that have clarity and impact\nCreates an environment in which employees feel respected and empowered to make meaningful contributions\nProvides development opportunities for each individual and the team to reach their full potential\nEnsures that individual performance plans are integrated with the organization's business plans\nLeads the team to prioritize project selection and process interventions based upon business impact (e.g., reduce risk/cost, improve productivity/profitability, financial impact of implementation)\nLeads the team in generating and testing multiple hypotheses regarding the root causes of problems\nSelects the most appropriate solutions from a range of competing priorities (e.g., balances strategic and operational efforts)\nCreates a team environment of accountability and commitment for reaching goals\n\nCritical Working Relationships\nEffectively works with all cross functions.\nReports Operations update to the immediate manager and Account/Operations Director\nQualifications, Knowledge, and Skills\nEducation:\nMinimum College degree \nExperience:\n5-8 years call center experience required\n1-3 years at the manager level \nKnowledge/Skills:\nProven and demonstrable leadership, management and motivational skills \nExercise good judgment and utilizes creative problem-solving skills \nAppropriately prioritize team goals and individual goals to effectively achieve business objectives \nDemonstrated excellence in communication (written and verbal) with internal and external customers \nDetail oriented and exhibits an urgency to achieve results.\nShould be proficient in time management and problem-solving skills\nStrong organizational skills and the ability to handle multiple tasks \nProficiency using MS office \nHaving Sigma and/or Project Management certificate is desirable but not necessary\nMeasures of Performance\nDemonstrate ability to hire, retain and lead a high-performance team\nCustomer and Employee satisfaction\nAccounts growth in terms of KPIs and revenue\nPersonal Attributes\nDemonstrates an uncompromising level of honesty, trustworthiness, and ethical behavior \nExudes the ability to inspire, motivate and influence others to achieve \nDemonstrates an intense personal commitment to their job \nResults-driven, action-oriented, and self-motivated mindset \nMust be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity","description_format":"text","description_chars":7641,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales & Marketing","Creative Agencies","Logistics"],"lifecycle":[{"event":"open","at":"2026-10-05T14:09:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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