Job Description

The Operations Manager is responsible for leading and supporting team members to ensure operational and strategic objectives are achieved. This position is required to work closely with Executive Management to provide clear, consistent, and accurate direction to the organization, aligned with business priorities and service expectations.

The Operations Manager will have direct responsibility for supervising and managing leaders and employees within the operation. The role is responsible for communicating objectives, priorities, and deadlines, as well as planning and maintaining work schedules and project execution timelines.

The Operations Manager will be responsible for leading the presentation and follow-up of operational and business metrics, ensuring executive visibility into key performance indicators such as SLA compliance, backlog management, utilization, productivity, response times, operational compliance, service quality, and customer satisfaction. The role will drive action plans and continuous improvement strategies focused on achieving operational targets and optimizing business results.

This position will also be responsible for driving the standardization of operational processes across regional and national operations, ensuring consistency in execution, policy compliance, tool adoption, and alignment with field service best practices. In addition, the Operations Manager will identify operational risks, performance gaps, and improvement opportunities while implementing preventive and corrective actions.

AREAS OF EXPERTISE & SPECIAL SKILLS

• Bachelor’s degree with 6+ years progressive experience and demonstrated success/knowledge, or equivalent commensurate experience.
• 6+ years managing and developing first line managers and employees
• Strong leadership and crisis management skills
• Five or more years of experience managing multiple clients, personnel, and profit and loss (P&L).
• Experience with service assurance, service delivery, finance/billing and contract management.
• Ability to understand high-level technology concepts and communicate to non-IT managers and senior managers.
• Skilled in driving new business opportunities.
• Ability to deliver service delivery results to meet SLA objectives while maintaining a profit.
• Skilled in people management, organizational capabilities, and building successful teams.

We offer:

• Hired directly by Toshiba and 100% under payroll.
• Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
• Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
• Minor medical expenses insurance.
• Savings fund for employees, capped at the limit of the law.
• Grocery coupons.
• Pension plan.
• 12 days of vacation plus 6 floating days.

EO: Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.