Operations Manager

It's fun to work at a company where people truly believe in what they are doing! Job Description: The Operations Manager oversees the operational and strategic management of client relationship in a defined geographic area with the primary focus of achieving and surpassing client expectations. This position reports to an Account Director with a dedication towards achieving account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams. Candidates must be located in Boston MA area. This is an onsite position and candidates should be prepared to work in a client office up to 5 days per week. RESPONSIBILITIES Manage and oversee all assigned locations, personnel, and equipment for clients in a defined geographic area. Oversee the Site Managers and potentially other employees at multiple site locations Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably Develop strategies to achieve 100% client satisfaction Strategically engage Epiq resources to support proactive solutions and industry trends with clients Scheduled/Unscheduled travel to all client locations to monitor account performance Ensure monthly report compilation, including accurate billing submittal and invoice processing Monthly meeting/touch points with clients in all offices Perform Annual end-user survey and Semi-Annual Client survey Preparation, presentation, and review of Strategic Business Reviews Lead recruiting, developing, and training initiatives to optimize account performance Develop account strategies in accordance with overall strategy and business plans Proactively provide solutions to the client contact Respond to client concerns Host recurring Site Manager meetings to train, educate and inform the on-site management team Develop positive relationships with client key contacts in each local office Ability to function with a high level of patience, tact and diplomacy Displays high ethical standard, integrity, work ethic, and loyalty REQUIREMENTS Bachelor’s degree preferred but willing to consider candidates with extensive industry experience Experience managing multi-site and multi-client operations Minimum 5 years’ experience in business process outsourcing industry Minimum 2 years’ management experience with heavy profit and loss responsibility Minimum of 2 years’ professional level work experience in a production environment and/or a client-service oriented field Working knowledge of PC applications including Microsoft Office software Knowledge of copy machines and utilization of typical office services equipment and technology Ability to lift or move 40 lbs. or greater Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs. Ability to walk, bend, kneel, stand or sit for an extended period of time The Compensation range for this role is 90,145 to 110,566 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications. #INDHP Click here to learn about Epiq's Benefits. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records. Epiq is a leading global provider of integrated technology and services for the legal profession, including eDiscovery, managed services, bankruptcy, class action and mass tort administration, federal regulatory actions and data breach responses. Our innovative solutions are designed to streamline the administration of litigation, investigations, financial transactions, regulatory compliance and other legal matters. Epiq’s subject-matter experts bring clarity to complexity, create efficiency through expertise and deliver confidence to our clients around the world. We strive for a cohesive, collaborative environment that focuses on group achievement. With over 8000 associates worldwide, Epiq operates in 19 countries and over 80 global locations.