<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Opportunities – Trilogy

Opportunities

Senior Manager, Operations at Boundless
Las Vegas, NV, US

The Las Vegas Operations team consists of two core teams, Application Guide Operations and Print Shop Operations. The application guide team consists of operations agents responsible for a final comprehensive QA of customers immigration petitions. Members of this team manage assigned caseloads, aiding our customers in navigating the complexities of the U.S immigration process, ensuring their application is prepared to current government standards. Our print shop team manages a high volume of printing needs and shipping logistics including the printing, packaging, scanning, and final shipment of immigration applications. Both teams work across our two brands Boundless and Rapid Visa, ensuring best-in-class customer service on tight deadlines.

 

Job Description:

The Head of Las Vegas Operations is a strategic operations leader passionate about enabling an excellent customer and employee experience. This role is responsible for overseeing the final segments of our customer journey, QA processing and final delivery for both Boundless and Rapid Visa brand visa products. Reporting to the Director of Global Operations, this individual will help craft and execute strategic planning including capacity planning and forecasting, service level requirements, and managing a team of managers who are responsible for ensuring delivery within SLA against company objectives and KPIs for overall quality, compliance and efficiency.

 

Key responsibilities include:

  • Manage and coach your team of managers and their Lead-level direct reports. Ensure teams have clear goals, individual development plans, performance review conversations and encourage a feedback culture
  • Acquire and retain talent, set a high bar for hiring as we continue to scale the team and double in size before the end of the year
  • Escalate complex operational issues while providing a clear, data-based point of view across a wide set of cross functional stakeholders including Product, Legal, and Growth
  • Responsible for the accurate, timely, and efficient QA and Print Shop processing for Boundless and Rapid Visa products, set and drive the team against OKRs that achieve best in class customer experience standards and necessary business outcomes
  • Balance short and long-term priorities across different work streams, executing on immediate priorities while maintaining a focus on the one-year plan and building capabilities that help us achieve long term scale
  • Use data to raise insights that contribute to coordination and integration of efforts across operations, product, and design to improve workflow, operational efficiency and customer outcomes
  • Ensure budgets and schedules are in line with targets
  • Present on performance and progress to goals and strategic objectives up to the leadership level

Skills & Experience:

  • 7-10 years of experience in Operations with strong history of success managing managers 
  • Excellent analytical, decision-making, and problem-solving skills, SQL skills are a strong plus
  • Experience working at a rapidly scaling start-up 
  • Superior verbal, written communication and interpersonal skills
  • Excellent organizational skills and strong attention to detail
  • Strong a bias for action, organizing and aligning cross-functional teams against important decisions