Operations Manager (Korean-English Bilingual)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Manager (Korean-English Bilingual) based in the United States.

This role is responsible for coordinating day-to-day client communication and supporting the successful delivery of Shared Services, Back-office, and Contact Center operations. You will serve as a key link between clients, operational teams, and internal support functions, ensuring priorities and action items remain on track. The position combines operational oversight, performance monitoring, issue resolution, and client relationship management. You will help identify performance gaps, coordinate corrective actions, and contribute to continuous improvement initiatives. The role also offers the opportunity to support new processes, programs, technologies, and operational projects. This is a hands-on position suited to an organized and proactive operations professional who can work independently in a remote environment.

Accountabilities:

• Manage daily communication and coordination with clients and operations teams across Shared Services, Back-office, and Contact Center functions.
• Serve as a key liaison between client representatives, operations teams, and relevant support functions.
• Track client requests, operational issues, decisions, and action items, ensuring timely follow-up and resolution.
• Monitor key operational metrics, including service levels, productivity, quality, staffing, and other performance indicators.
• Identify performance gaps and coordinate corrective action plans with appropriate stakeholders.
• Support the resolution of operational issues and escalate significant risks or concerns when necessary.
• Prepare operational reports, meeting materials, business reviews, and presentations for internal and client stakeholders.
• Lead or support regular client meetings, operational reviews, and follow-up discussions.
• Coordinate with Workforce Management, Quality, Training, Human Resources, Finance, IT, and other support teams as required.
• Support operations managers and supervisors in achieving performance targets and meeting client expectations.
• Ensure operational procedures, client requirements, and agreed processes are consistently followed.
• Assist with implementing and stabilizing new processes, programs, technologies, and operational initiatives.
• Identify opportunities to improve service quality, productivity, communication, and overall operational efficiency.
• Maintain accurate documentation of operational issues, action plans, decisions, and meeting outcomes.
• Build effective working relationships with client representatives and internal stakeholders.
• Travel to client or operational sites for meetings, reviews, or project support when required.
• Perform additional operational and coordination responsibilities as needed.

Requirements:

• Bachelor's degree from an accredited university.
• Approximately 5-8 years of relevant experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support.
• At least 2 years of experience in a supervisory, team-lead, project management, or managerial position.
• Proven experience communicating directly with clients and leading business meetings.
• Strong written and verbal communication skills in both Korean and English.
• Working knowledge of operational KPIs, service-level agreements, productivity, quality, and performance reporting.
• Ability to analyze operational data, identify performance issues, and coordinate practical solutions.
• Strong organizational, coordination, and problem-solving abilities with excellent attention to detail.
• Proficiency in Microsoft Excel and PowerPoint.
• Ability to manage multiple priorities independently in a remote work environment.
• Reliable internet connection and a suitable home-office setup.
• Willingness and ability to travel to client or operational sites as business needs require.
• Responsible, adaptable, proactive, and comfortable learning new areas of work.
• Korean-English bilingual proficiency is required.
• Must reside in Alabama or Georgia.

Benefits:

• Fully remote, work-from-home arrangement.
• Occasional travel to client or operational sites as needed.
• Opportunity to work directly with clients and cross-functional teams across operations, quality, workforce management, HR, finance, IT, and training.
• Hands-on exposure to Shared Services, Back-office, and Contact Center operations.
• Opportunity to contribute to process improvement, operational efficiency, and new program or technology implementations.
• A role combining client communication, operational management, performance analysis, and continuous improvement.