Job Description

About the Role

We are seeking a strategic, visionary, and tech-forward Senior Manager, Panel Relations to lead our entire Business Unit operations. In this role, you will hold full operational and financial accountability for the BU, defining the strategic roadmap, owning the annual budget, and designing workforce capacity models. A critical focus will be leveraging AI tools to optimize operational workflows, while simultaneously designing, strengthening, and executing a robust performance framework across the business. Managing an advanced team of team leads and managers, you will blend high-level strategic planning with advanced tools to drive accountability, elevate team output, and ensure top-tier quality standards and SLA delivery. 

What You Will Do

• Strategic Leadership: Define the long-term operational roadmap for the BU to align with global corporate growth.
• Performance Framework: Design, strengthen, and implement a robust business performance framework to drive accountability and continuous evaluation across all levels.
• AI & Workflow Innovation: Evaluate, implement, and leverage AI tools to automate routine tasks, analyze panel metrics, and drive operational efficiency.
• Budget & Capacity Planning: Own the annual budget, forecast expenditures, and design data-driven capacity models to balance workload shifts.
• People Development: Mentor, coach, and develop team leads and managers, establishing clear career progression and alignment with core business KPIs.
• Operational Execution: Oversee multi-team delivery, set daily priorities, optimize resources, and resolve operational bottlenecks.
• Stakeholder Management: Serve as the subject matter expert and deliver strategic updates to senior leadership, external vendors, and regulators.

Qualifications

• 5 to 8 years of direct supervisory or management experience, with proven experience managing department budgets and scaling resources.
• Demonstrated success in building, expanding, or strengthening operational performance and accountability frameworks.
• In-depth conceptual knowledge of contact center operations, capacity planning methodologies, and data-driven performance metrics.
• Tech-savvy approach with experience or a strong aptitude for adopting and leveraging AI tools to improve team productivity and data analysis.
• Advanced / Fluent English (written and spoken) for executive-level reporting and global collaboration.
• Ability to work a hybrid schedule (3 days on-site / 2 days remote). 

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Additional Information

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