Operations Manager

Hybrid (Morristown NJ)

ABOUT PERFORMLINE

PerformLine is a category-leading SaaS company that empowers leaders with end-to-end marketing compliance technology from automated review of documents to discovery and live monitoring across consumer-facing channels including the web calls messaging emails and social media. PerformLine powers compliance at some of the worlds largest companies by proactively finding and remediating potential regulatory risks while scaling coverage and gaining efficiencies through automation.

Come as you are. We are an equal opportunity workplace celebrating diversity and committed to creating an inclusive and equitable experience for all.

MISSION

Our mission is to empower compliance leaders with the technology and knowledge to ensure their organization and partners provide transparent and accurate information to consumers across any channel.

TL;DR

This role will be the operational owner of PerformLines Omni-Channel monitoring capabilities. Think: overseeing data ingestion operations tier 2 customer support troubleshooting capacity monitoring reporting and vendor management across all three channels. Youll lead cross-functional projects with stakeholders while managing a professional services team all with reliability efficiency and automation as guiding principles. The right person for this role will elevate how we deliver software and service clients while building a culture of operational excellence. You will directly impact client satisfaction and revenue retention by ensuring strong scalable operational practices across multiple monitoring channels and professional services delivery.

WHAT YOULL DO

SaaS Delivery and Operations

• Improve delivery and support across Web Social Email and Contact Center monitoring products
• Partner with the broader operations organization to ensure SLAs are met for clients across all monitoring channels
• Proactively identify potential client issues by monitoring data collection and ingestion across the PerformLine platform
• Collaborate with Customer Success and Product teams to resolve or prevent issues before they impact clients
• Recommend procedural and technical optimizations to meet operational objectives and improve team efficiency
• Track and report on key business processes and performance metrics for Operations

Team Leadership

• Manage and develop Operations team members
• Direct the professional services team in delivering scalable client solutions
• Foster a culture of accountability continuous improvement and client-centricity
• Balance operational demands with team capacity and professional development needs

Be the Expert

• Learn our platform and the software we use to facilitate the ingestion of assets
• Leverage your tech savvy nature and product knowledge to interact knowledgeably with engineers when troubleshooting file or data ingestion issues
• Articulate reporting needs to the Business Intelligence team who can build data visualizations to help you monitor more efficiently

Be a Force Multiplier

• Proactively create opportunities to break down or prevent interdepartmental silos
• Be a culture warrior by leveling up yourself and bringing others with you - embracing a culture of excellence

WHAT YOU BRING

• Experience collaborating cross-functionally with teams like Customer Success Product and Engineering
• Proficiency with data analysis tools (Excel Tableau)
• Strong critical thinking prioritization and time management across multiple channels and competing priorities
• Experience implementing new technologies and tools particularly AI and automation to scale operations
• Ability to analyze data identify issues develop solutions and communicate findings to leadership
• Proven people management experience with focus on developing talent and high-performing teams

WHO YOU ARE

• True owner with accountability for service delivery quality and team outcomes
• Laser-focused on operational excellence and delivering consistent high-quality results across all channels
• Metrics-driven with a growth mindset constantly improving through AI automation and scalable solutions
• Passionate about implementing AI tools to scale operations and enable high-value work
• Positive and solution-oriented when facing ambiguity or uncertainty
• Communicates with empathy respect and calm especially in difficult conversations
• Collaborative and supportive never adversarial with colleagues clients or partners
• Obsessed with continuous improvement

WHAT WE OFFER

• Estimated base salary range $72000 - 92000 plus annual discretionary bonus.
  • Exact compensation for this role depends on a variety of factors including experience skills internal equity market data and location.
• To view our benefits package visit the PerformLine Careers page!

PerformLine participates in E-Verify

Required Experience:

Manager