Job Description

The Role


The Operations Manager serves as the primary point of contact for internal and external stakeholders for all service-related inquiries and escalations. The Operations Manager will act as the operational expert and will provide guidance to their team ensuring the delivery of honest, reliable services with transparency and clarity.

What You’ll Do

  • Daily point of contact with internal and external (customer) stakeholders for all service-related inquiries and escalations 
  • Hire, train and develop exceptional coordinator teams to support steady state operations, including but not limited to: Veeva Employee Policies, Customer Business Rules, New System Updates, Projects
  • Act as the primary team manager for number of direct reports and support workload management, quality and adherence to SLA
  • Own and update SOPs both internal and customer provided, and maintain Business Rules 
  • Provide team metrics oversight and ensure op...

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