Senior Operations Manager (permanent Remote Work) Vacancies at Athena

Job Info

At Athena, we power possibility through transformative delegation. True leaders reflect on what they want in life and map the path to get there. Athena is the path. We offer rigorously-tested, delegation coaching technology and an exceptional Philippines-based EA to keep our driven clients moving forward. The result is 10x more leverage, more time, more impact in work and life.

Our clients are ambitious, high-impact CEOs, founders, and executives. They have started 100+ companies, raised billions in venture capital, taken companies public, worked in the White House, invested in Facebook/Uber/Airbnb, managed professional sports teams, fulfilled senior political positions in the US Government, and competed in global competitions that push mental and physical ability to the limits.

They’ve joined Athena to get more leverage, more impact, more success, and more time via their relationship with their top 1% Philippines-based Executive Assistant. They are world-class humans who want to become world-class at delegation.

The Senior Operations Manager will be responsible for our Operations Managers and EAs to consistently provide excellent quality services to our clients by addressing needs, skill gaps, and escalations by owning the development of their team.

High-level Responsibilities

• Coach: Provide weekly coaching sessions to Operations Managers to ensure that they are addressing performance gaps effectively, setting their EAs up for success, and keeping our EAs connected to the Athena community. Be available for Operations Managers to resolve day-to-day concerns and issues.
• Quality and Process Improvement: Have the ability to highlight improvement opportunities both on an individual level as well as a process level to avoid client churn, and come up with strategies to solve them.
• Support and Guide: Be the point of escalation for the Operations Managers under your cohort and provide insights on coaching strategies that can be applied to specific issues. Tune in to EAs’ needs by identifying the tools, systems, and any role-specific type of support that will enable them and make their work easy.
• Track: Monitor client-EA partnership health for the cohort assigned, and intervene when there are performance/ quality issues. Monitor client satisfaction and coordinate with the clients when necessary, to improve and deepen partnerships.

Specific Responsibilities

You will lead a group of Operations Managers and help ensure that their EAs are highly engaged and high-performing.

Team Management & Leadership:

• Understand the mission, vision, core values, and value proposition of Athena, and let these be your North Star when executing your role.
• Track and assess the performance of Operations Managers and their teams, applying interventions and strategies where necessary, and ensuring their continuous improvement.
• Maintain high levels of engagement and accountability among Operations Managers and their teams. Leaders should be held accountable for the performance of their teams and we should apply extreme ownership of the issues and challenges that we face as a team.
• Mentor Operations Managers to grow as a person and become the best version of themselves. This may involve helping Operations Managers to achieve their personal or career goals, introducing them to new ways of thinking, challenging their limiting assumptions, sharing valuable life lessons, and much more.
• Help remove any roadblocks of your Operations Managers in order for them to do their job well. Provide the resources, authority, training, and support necessary for them to deliver consistent high performance of their EAs.

EA onboarding:

• Ensure that all new hires are effectively supported through the onboarding process by the Operations Manager assigned to them, within the timelines set by the business.
• Ensure that the Operations Managers are monitoring and supporting EAs for the first 90 days of the partnership, including interventions if necessary.
• Ensure that areas for improvement are addressed immediately and that Operations Managers are constantly finding ways to improve the performance of the EAs during this critical time of relationship building.
• Involve the necessary stakeholders to discuss issues in onboarding and help identify what can drive us forward as a business.

EA performance monitoring and ongoing support:

• Ensure that all EAs under your portfolio are coached based on the requirements of the business, depending on the partnership health status. Ensure that coaching support happens more frequently if the partnership is flagged as at-risk or problematic.
• Ensure that the Operations Managers and EAs under your cohort undergo quarterly performance reviews that highlight opportunity areas, professional goals, and partnership milestones that help ensure their continuous development.
• Coach Operations Managers so that they are giving clear, timely, and actionable feedback based on client surveys and client feedback as relayed to the client concierge. Have difficult conversations with them to drive the performance of their teams.
• Ensure that the Operations Managers know, understand and immerse in the day-in-the-life of the EAs in their teams by performing regular side-by-sides and helping them with task-related questions and concerns.
• Perform skip level and triad sessions to frequently audit the level of support that’s given to our EAs.
• Be the main point of escalation for issues and problems of your EAs when it comes to the support that they are receiving from their Operations Managers.
• Work with Operations Managers in your cluster to ensure that all EA and client escalations are handled well from start to finish

Continuous Improvement:

• Set our EAs up for success by collating and communicating EAs’ skill gaps to relevant stakeholders to help optimize our training, recruitment, and coaching processes, but at the same time, finding radical solutions to the problems within our scope of control.
• Monitor client-EA partnership health and audit the health of partnerships on your portfolio, intervening when there are performance/ quality issues.
• Act as the point person for receiving client feedback related to service quality from the client experience team.

Hiring:

• Hire Operations Managers that are aligned with the standards of the business.
• Ensure that Operations Managers are onboarded properly and that they are set up for success.
• Serve as a buddy to newly onboarded Senior Operations Managers and help to set them up for success.

Engagement:

• Be a culture ambassador. Reinforce Athena’s values, house rules, and policies. Participate and contribute to the community in any way possible.
• Recognize exemplary EAs and Operations Managers through different Athena recognition channels.
• Contribute to the continuous improvement of our processes, team, operations, Athena, and the community.
• Ensure that Operations Managers and EAs are engaged and motivated through holding team huddles and different engagement activities and empower EAs to be involved.

About You

You are world-class at leadership and coaching.

• You have deep personal experience with running coaching programs to support operations.
• You understand drivers of individual learning and performance and possess coaching models to facilitate these developmental growth drivers.
• You understand how to coach and mentor leaders so they are creating a positive impact on their teams.

You are strategic but you don’t mind rolling up your sleeves and getting your hands dirty to test out and audit processes.

• You understand that you have strategic and tactical responsibilities.
• You are driven to have a deep understanding of what our frontline team members and leaders are doing so you can understand how to help them with challenges and drive them forward.

You have a continuous improvement mindset.

• You don’t rest on your laurels when things are going well. You are always looking for opportunities for improvement—and acting on those opportunities.
• You maintain high-quality standards so you ensure that our Operations Managers consistently provide A+ service to their EAs and our EAs can develop into world-class talent.

You excel at cross-functional collaboration.

• You can successfully work with others toward a common goal but will not be limited with the solutions that you can apply based on your span of influence.
• You love connecting the dots, putting the pieces together, and bringing the right people to the same table to drive the business forward.
• You own the decisions of the business and you become the main driver of positivity within your teams. This includes managing challenging feedback and helping the team understand the context behind decisions in order for them to see these decisions positively.

You are an excellent communicator.

• You have good listening skills, and you listen without judgment.
• You deliver specific and well-defined feedback (positive or negative) to your team and stakeholders.
• You are able to provide visibility to your stakeholders about the health of your portfolio and successfully communicate what support or help you need.
• You are open and vulnerable about the weaknesses of your team and not afraid to ask for help and support for the sake of the team.

You have great organizational skills.

• You are highly organized. You collate and analyze data/information rigorously, and your touchpoints with your team are strategic, clear and focused.
• You follow up in a timely manner and keep track of the progress of your team.

You are collaborative.

• You can successfully work with others toward a common goal.
• You help identify the problems or weak areas in our processes and guidelines and develop ways to target those issues with the help of your Operations Managers.

You love the remote-first culture we’re building.

• You are positive, fun, and someone we’re excited to work with. You are an inspiring leader that people want to work with and trust.
• You can work independently but also be strong at working across teams.
• You recognize the challenges of the virtual working environment and you constantly find ways to support your team.

Must-Have Qualifications

• At least 10 years of operations and people management experience in BPO, service industry and/or similar operations
• Excellent coaching skills and a passion for people development
• Excellent English communication and presentation skills
• Able to verbally converse in straight English
• Excellent presentation skills
• Proficient in creating task processes and task tracker
• Excellent (cross-functional) stakeholder management skills
• Good grasp of the industry-standard performance management
• Proficient in performing investigation and root-cause-analysis (RCA) to identify root causes of the problem
• Proficient in creating action plans and individual development plans based on RCA
• Proficient in executing performance conversations and follow-through
• Proficient in creating business reports and performance narratives
• Excellent decision making and problem solving skills
• Willing to work night shift and rotating shifts

Nice-to-Have Qualifications

• Experience as an executive assistant or managing executive assistants
• Experience in project management, training, and quality
• Coaching certification
• Experience working with C-level executives in Western countries
• Experience working with fast-paced tech-startups

Working Conditions

• Schedule: Start of shift from 8pm to 10pm onwards, but the schedule could change depending on business needs.
• Equipment:
• Computer: Intel Core i5 (sixth generation or newer) or equivalent (Macbook Air or Pro is recommended); RAM minimum: 16GB
• Internet: 15 Mbps minimum
• WFH setup: Available backup internet and a suitable work-from-home space

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Company Description

Company Info

• Industry: Call Center/IT-Enabled Services/BPO
• Company Size: 201 - 500 Employees
• Average Processing Time: 1 day
• Benefits & Others: Dental, Medical, Vision, Work from home, Night Shifts