Operations Manager

The Operations Manager I supports the delivery and operational execution of customer programs within the Program Office. This role partners closely with the Program Executive to ensure alignment with strategic objectives, operational excellence, and client satisfaction. The Operations Manager I is responsible for driving day-to-day program operations, supporting team performance, and contributing to continuous improvement initiatives that enhance service delivery and internal capability.

Essential Functions:

Strategic & Program Alignment

• Collaborate with the Program Executive to support and execute the strategic roadmap for the program(s), leveraging a fundamental understanding of AGS products and services to identify opportunities for growth and continuous improvement. Lead project delivery and drive completion, ensuring alignment with program goals and client expectations. Develops and presents, client-facing materials such as Quarterly Business Reviews (QBRs), performance summaries, and strategic updates with leadership support as needed.

Operational Execution & Process Management

• Manage daily operations by overseeing workload distribution, optimizing processes, and resolving issues. Uphold compliance standards via audits and reporting, while maintaining accurate documentation of all operational activities.

Client & Stakeholder Engagement

• Serve as the primary contact for client stakeholders on operational matters, supporting relationship management and resolving escalations; contribute to program planning and budget alignment through operational meetings and financial forecasting, while also driving satisfaction and continuous improvement through Voice of the Customer and Supplier initiatives.

Team Leadership & Development

• Manage a team of operational specialists, driving high performance and skill development aligned with individual goals. Oversee onboarding and training on core processes and best practices. Provide ongoing coaching and feedback to support strong performance outcomes.

Risk & Issue Management

• Mitigate key operational risks by ensuring adherence to contract obligations, employment law, and compliance requirements. This includes proactively identifying potential issues, implementing safeguards, and implementing resolution efforts to protect the organization from legal, regulatory, and reputational exposure. Mitigation strategies will be developed in close collaboration with leadership to ensure alignment with organizational priorities and risk tolerance.

Cross-Functional Collaboration

• Collaborate with staffing suppliers to ensure consistent service delivery and timely issue resolution, while partnering cross-functionally with internal teams such as Supply Chain, Implementation, Analytics, and HR to drive overall program success.

Data & Insights

• Leverages data to identify trends, craft strategic solutions, and tell a compelling story. Integrates Voice of the Customer (VOC) and Voice of the Supplier (VOS) insights to drive continuous improvement. Supports QBRs by building, analyzing, and presenting reports that highlight performance and opportunities.

Operational & Financial Execution Support

• Focused on supporting the operational and financial execution of a program, contributes to budget tracking by monitoring daily activities and aligning spend with goals. While not owning the budget, their involvement in cost control includes identifying inefficiencies and recommending adjustments in collaboration with senior leaders. It also informs compensation and staffing decisions by analysing performance trends and ensuring resources align with demand and budget constraints.