{"id":2090388,"url":"https://alion.io/job/midorick-senior-operations-manager","title":"Senior Operations Manager","company":{"id":683915,"name":"Midorick","domain":"midorick.com","url":"https://alion.io/company/midorick","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","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":["Santo Domingo, Dominican Republic"],"countries":["DO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":178000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5330},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-08T14:19:38Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T12:00:52Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Hi there!\nWe are seeking a Sr. Operations Manager to join one of our U.S. clients.\nThe Senior Operations Manager will lead and coordinate Contact Center/BPO and field service operations, ensuring that customer service requests are effectively managed from initial intake through service completion.\nThis role requires a strong understanding of how customer support teams, dispatch teams, field technicians, parts suppliers, and external service providers work together to deliver timely and reliable service.\nWe are seeking an experienced, hands-on leader who can independently manage operational performance, resolve complex service issues, strengthen client relationships, and improve service delivery across these functions.\nKey Responsibilities\nOversee day-to-day Contact Center/BPO operations supporting customer service, service requests, and field service coordination.\nManage technician dispatch and scheduling, including service assignments, appointment coordination, coverage, and workload allocation.\nTrack service requests and work orders from initial intake through completion, ensuring timely follow-up on pending, delayed, or unresolved cases.\nCoordinate parts ordering and delivery with suppliers, warehouses, logistics partners, and service providers to support timely service completion.\nManage service providers, authorized service centers, and technician networks, including service quality, responsiveness, coverage, and performance.\nEnsure effective coordination between contact center teams and field service teams, with clear ownership and accurate status updates throughout the service process.\nMonitor operational KPIs and service-level agreements, including service turnaround time, appointment adherence, first-time fix rate, repeat visits, backlog, and customer satisfaction.\nResolve escalated issues involving delayed repairs, missed appointments, parts availability, and service provider performance.\nServe as a key client contact and lead operational meetings, performance reviews, and follow-up on agreed action items.\nLead and develop operational teams, establish procedures, and implement improvements to service quality, productivity, and efficiency.\nPrepare operational reports and business-review presentations, identifying performance gaps and recommending corrective actions.\nSupport the implementation and stabilization of new service programs, workflows, and operational systems.\nRequirements\nPreferably 15+ years of relevant experience in Contact Center/BPO, customer service, field service, after-sales service, or related operations.\nSubstantial leadership experience managing operational teams, client relationships, and service delivery.\nExperience in Contact Center/BPO operations, together with direct responsibility for physical field service activities.\nDemonstrated experience in technician dispatch, service tracking, parts delivery coordination, and service provider management.\nExperience managing third-party service providers or distributed technician networks.\nStrong understanding of operational KPIs, service-level agreements, quality management, and performance improvement.\nAbility to analyze operational data, identify root causes, and implement practical solutions.\nStrong communication, organizational, stakeholder management, and problem-solving skills.\nFamiliarity with CRM, ticketing, work order, or field service management systems.\nProficiency in Microsoft Excel and PowerPoint.\nEnglish Proficiency.\n-Experience in home appliances, consumer electronics, equipment repair and maintenance, or similar industries involving on-site service and parts logistics would be particularly relevant.\nBenefits\nWork for a US company!\nCompetitive Compensation package.\nAll additional benefits by Dominican Law (13th Salary, PTO, etc.)\nComplementary Health Insurance.","description_format":"text","description_chars":3821,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Employer of Record & 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