Operations Manager

Job Title: Operations Manager

Location: Ann Arbor, MI (Onsite)

Duration: Contract till Jan 2027

Top 3 Responsibilities:

• Logistics and Material Flow Management: You will be responsible for planning and aligning the yearly shipping schedule to ensure a balanced material flow and on-time deliveries. This includes managing the physical transportation of items, forecasting scan center capacity to avoid bottlenecks, and coordinating daily operations to meet production commitments
• Partner Management: You will serve as a primary operational contact forpartners, working to build trust and transparency. This involves handling ad-hoc issue management (such as shipment changes, manifest reports, or item damage reports).
• Vendor & Daily Operations Management: You will oversee daily scan center operations to ensure operational goals are met efficiently. This includes reviewing daily metrics and progress, guiding vendor leadership on resource rebalancing or overtime, performing annual process audits for compliance, and managing Standard Operating Procedures (SOPs) to promote operational efficiency

Top 3 Non-Negotiable Skills:

• Logistics & Supply Chain Coordination: The ability to orchestrate complex shipping schedules, manage global material inventories, and continually adjust capacity forecasts based on partner's phase-outs, onboarding, or transit delays.
• External Stakeholder Communication: Strong interpersonal and relationship management skills are essential for sharing sensitive operational feedback with external partners, resolving critical transit issues, and maintaining strong alignment with internal cross-functional teams.
• Process Oversight & Vendor Management: A strong aptitude for tracking daily production metrics, advising vendor partners on resource allocation, conducting operational audits, and standardizing process documentation to guarantee compliance and continuous improvement.

Description:

As an Operations Manager, you deliver full pieces of a program to determine how to design, launch, standardize, and optimize operational processes of vendor or internal teams. You demonstrate your working knowledge of process optimization and your supported operation or workstream to execute full pieces of a process efficiency program (e.g. process re-engineering/implementation, automation/outsourcing solutions, vendor or location consolidation, deprecating service lines). You make key contributions to tracking and analysis of operational trends in process or workflow performance to implement improvements and efficiency scoring frameworks, and do so with minimal guidance.

Responsibilities include:

• Ideate, launch, and scale solutions that improve operational efficiency, customer experience, and/or success metrics (e.g., cost savings, capacity planning, time savings) at a pod, market, regional, or global level, with minimal guidance.
• Publish and communicate operational metrics/KPIs with minimal guidance.
• Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
• Manage customer experience for end-to-end programs, policies, and operations, with limited guidance.
• Make key contributions to execution of projects to generate impact and solve scaled operations problems. Help partner with relevant teams on project scoping, execution, and management.
• Drive operations (that are in compliance with legal, risk, financial, privacy guidelines) with supplier/internal partners by contributing to operational leadership to the workflow and engaging service provider teams to ensure supplier/internal teams are operating effectively. Contribute to development of operations review process to gain insights into performance. Strategize closely with quality specialists or directly with suppliers, depending on the vertical, to ensure that suppliers are meeting SLAs and PRDs and deliver business reviews summarizing supplier performance and exchanging feedback on overall scaling strategy with minimal guidance.
• Make key contributions to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with minimal guidance (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements). Drive key contributions to sharing and scaling of successes, opportunities for improvement, best practices, and learnings internally and externally as appropriate (e.g., case studies, industry events, training contributions).
• Perform supplier/internal selection processes, onboarding processes, performance reviews, and progress evaluations relating to a specific project or effort that are integrated into overarching project with minimal guidance.
• Provide feedback to service providers and internal stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation with minimal guidance. Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with minimal guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with minimal guidance.
• Answer questions within SLA, resolve employee query exceptions and escalations, address employee-facing queues, determine highest volume ticket types and streamline/eliminate accordingly, with limited guidance.
• Work with stakeholders to help them understand policies and processes and assist other stakeholders on escalations/exceptions, with limited guidance.
• Contribute to management of strategic relationships with key stakeholders to deliver or manage operations and processes with minimal guidance.
• Participate in and help drive meetings with stakeholders to identify business objectives and requirements for operations. Make key contributions to delivery of business requirements with the right supplier/internal strategy (right MSP, right location at the right cost, budget).

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k)retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.