Senior Manager of Support Operations

Location: Los Angeles

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Summary
The Senior Manager of Support Operations is a senior leadership role with responsibility for the day-to-day operations of teams who routinely interact with vendors, the implementation and management of key performance indicators (KPIs), and the execution of standards following the interpreting operations strategy. The candidate must be able to effectively lead and motivate operational staff as well as economically manage the costs and quality of internal and external (independent contractors and agency) partners. This position is responsible for the stable and efficient management of the Liaison, Vendor Recruiting, Quality Control, and On-Site Scheduling departments.

Essential Duties + Responsibilities

  • Responsible for management of internal vendor-facing teams
  • Statistical analysis for all interpreting operations
  • Focus on continuous improvement of processes to meet objectives and establish key performance metrics
  • Develop departments to be effective business units
  • Identify changes and trends within the industry, keep up to date on standards and regulations
  • Resolve any escalated issues from employees and vendors
  • Monitor overall performance of departments, ensure development and increased accountability
  • Maintain positive employee and vendor relationships
  • Other duties as may be reasonably requested

Education, Experience + Skills

  • Bachelor’s degree in Operations Management or related field
  • 5-8 years operational management experience
  • Preferred experience in the Language Services industry
  • Proven record in driving change and implementing process improvements
  • Proven record for implementing performance metrics
  • Analytical, detail-oriented and strategic
  • Ability to work in a fast-paced environment
  • Experience in coaching staff and in training and developing teams

Equal Employment Opportunity

United Language Group is an equal opportunity/affirmative action employer. United Language Group prohibits unlawful discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and any other protected class status under applicable federal and applicable state law.

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Minneapolis Headquarters

1600 Utica Avenue South
Suite 750
Minneapolis, MN 55416