Job Description

About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Assistant Manager – Operations is responsible for supporting the Sr Director of Operations in overseeing day-to-day operational performance, driving process improvements, and ensuring alignment with business objectives.

This role acts as a key bridge between leadership and operational teams, ensuring execution, accountability, and consistency across functions.

Responsibilities

• Support the Sr Director of Operations in monitoring day-to-day operational performance across departments
• Provide visibility into operational performance, risks, execution, and team dynamics
• Monitor productivity, KPIs, SLAs, and operational priorities to ensure alignment with business objectives
• Identify operational gaps, performance trends, and areas requiring leadership attention
• Partner with department managers to support action plans, follow-up routines, and performance improvement efforts
• Provide daily and weekly updates to leadership on operational health, risks, and progress against priorities
• Coordinate cross-functional initiatives and help ensure timely execution across teams
• Support workforce planning, resource allocation, and operational readiness as business needs change
• Provide reporting, insights, and recommendations to leadership for decision-making
• Assist in handling escalations, operational challenges, and people-related concerns as needed
• Maintain strong visibility across operational areas to stay connected with team morale, culture, and execution
• Ensure alignment with company policies, procedures, and operational expectations
• Support training, coaching, and development efforts by identifying gaps and sharing operational feedback

Qualifications

Qualifications – Hard Skills

• 3+ years of experience in operations management, preferably within nearshore, shared services, BPO, contact center, or similar fast-paced environments
• Bachelor’s degree preferred
• Experience monitoring KPIs, SLAs, productivity metrics, and operational performance across teams or departments
• Strong analytical skills with the ability to identify trends, gaps, risks, and root causes
• Experience supporting or creating action plans, performance improvement plans, or 30/60/90 plans
• Strong reporting and tracking skills, with the ability to translate data into actionable insights
• Proficiency in Microsoft Excel or similar reporting tools
• Experience with BI tools, CRM systems, WFM tools, or operational dashboards preferred
• Ability to understand end-to-end operational workflows and connect performance results to business impact
• Experience working with managers, supervisors, or cross-functional stakeholders to drive execution

Qualifications – Soft Skills

• Proactive, fast-thinking, and able to operate with urgency in a changing environment
• Highly structured and organized, with strong planning and follow-up discipline
• Strong communication and stakeholder management skills
• Ability to influence others without direct authority
• Strong leadership presence and credibility across different levels of the organization
• Comfortable partnering with managers while maintaining clear boundaries and accountability
• Results-driven and detail-oriented
• Strong business acumen and ability to understand operational priorities quickly
• Adaptable and comfortable with shifting business needs
• Strong sense of ownership, accountability, and confidentiality
• Able to balance KPI performance, execution, culture, and team morale
• Comfortable managing multiple priorities in a fast-paced environment

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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