Operations Manager

About ShyftOff:

ShyftOff makes contact center ops insanely easy.

We’re the only agentic workforce delivery platform that manages your human contact center agents for you—combining automation, analytics, and the best global talent to deliver unmatched efficiency and performance.

We’re scaling fast, backed by top investors, and building the future of how work gets done in contact centers.

About the Role

As an Operations Manager at ShyftOff, you’ll sit at the heart of our delivery engine—owning performance, process, and people for key client accounts. You’ll lead distributed teams, refine systems, and turn data into decisions that drive scale and quality.

This isn’t a “keep the lights on” role. It’s for someone who thrives in motion—an operator who can bring structure to speed, and turn operational chaos into a competitive advantage.

If you love building systems that scale and leading teams that win, this is your stage.

In this role, you will:

• Lead and develop a distributed team to deliver exceptional performance and accountability.
• Own delivery for assigned accounts—staffing, scheduling, utilization, SLAs, and margin.
• Build and standardize processes that scale efficiency, quality, and predictability across clients.
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success to translate client goals into operational outcomes.
• Forecast and plan capacity to align resources with demand and ensure flawless execution.
• Use data and dashboards to identify trends, manage risk, and drive continuous improvement.
• Champion the adoption of new tools and automation to keep ShyftOff operating ahead of industry standards.

You might thrive in this role if you have:

• 5 years in operations, ideally within a fast-growth or tech-enabled services environment.
• 3 years leading distributed teams (10 people) with measurable performance outcomes.
• A proven record of improving KPIs—quality, efficiency, or profitability—through data and discipline.
• Deep operational instincts paired with analytical rigor.
• Strong process-design and problem-solving skills—you see gaps before they become issues.
• Exceptional communication and stakeholder management skills.
• Fluency with operational tools (Sheets, WFM, reporting, automation platforms).
• Comfort with ambiguity—you organize it.
• Nice to haves:
• Experience in a contact center, BPO, or other performance-driven CX environment.
• Familiarity with QA frameworks, workforce management systems, or fractional workforce models.
• Background designing or leading training programs, or leveraging AI tools for productivity.

Equal Opportunity Employer:

ShyftOff Corp values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.