Operations Manager (AI)

Location: Jacksonville, Florida; up to 20% business travel may be required

Company

hirify.global Holdings is hiring an Operations Manager to lead high-volume call center operations.

What you will do

• Lead daily execution of operational and client performance objectives while monitoring service level, quality, productivity, attendance, customer experience, and efficiency KPIs.
• Drive continuous improvement through root cause analysis, corrective actions, process improvements, change management, and operational transformation.
• Champion AI-enabled tools, automation, analytics, and emerging technologies that improve performance and coaching effectiveness.
• Coach and develop Supervisors, Team Leads, and frontline leaders through performance reviews, development planning, and succession planning.
• Analyze operational data, reporting, and dashboards to provide actionable insights to senior leadership and clients.
• Maintain compliance, audit readiness, risk mitigation, client relationships, service levels, and contractual obligations.

Requirements

• 5+ years of call center, contact center, BPO, customer service, claims, or operations leadership experience.
• 2+ years leading supervisors, team managers, or frontline leaders.
• Proven success managing operational KPIs and driving performance improvement in a fast-paced, metric-driven environment.
• Experience with leadership development, coaching, performance management, data analysis, and business insights.
• Knowledge of workforce management, quality assurance, coaching, and continuous improvement methodologies.
• Ability to work effectively in a fast-paced, performance-driven environment and travel up to 20% as required.

Nice to have

• Insurance, claims, FNOL, automotive, dealer services, or service operations experience.
• Experience supporting client-facing operations and business reviews.
• Experience with AI-enabled operations, automation, digital transformation, advanced analytics, technology adoption, or organizational change.

Culture & Benefits

• Focus on ownership, accountability, collaboration, continuous learning, and high performance.
• Work includes client meetings, business reviews, leadership development activities, operational assessments, and company meetings.
• Full-time employment with operational and client-facing responsibilities.