Operations Lead

🕒 August 21

🇲🇾 Malaysia – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 30%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Otonomee | B Corp™

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🤝 B2B

💼 Consulting

🤖 Artificial Intelligence

B2B • Consulting • Artificial Intelligence

Otonomee is a remote-first, B Corp™ company that provides bespoke outsourcing and customer experience (CX) services to scaling brands. It delivers high-quality customer support, technical support, customer success, revenue operations, delivery & returns operations, and social media monitoring, and offers AI-related services such as AI readiness assessments, AI implementation, and AI agent optimization to improve CX. Otonomee emphasizes tailored, flexible outsourcing solutions to help companies retain customers and optimize operational workflows.

📋 Description

• Manage and support partner OURA • Inspire team members and create an environment based on open communication, trust, creative thinking, and team effort • Manage delivery operations and meet targets relating to client contact and service delivery requirements • Improve and develop the team • Manage relationships with senior client management and internal stakeholders • Ensure operations deliver required performance and a great customer experience • Act as a key point of contact for partners and attend partner meetings • Ensure delivery to contracted requirements • Allocate resources effectively to deliver department services and activities • Maintain and update relevant documents and materials • Create weekly, monthly, and quarterly operational and business reviews and submit them to the client • Contribute to review meetings and strategy sessions • Own weekly, monthly, and quarterly deliverables for internal and external stakeholders • Manage and develop employees, including performance standards, motivation, and professional development • Develop, monitor, and review policies, processes, and procedures • Embed a performance culture, framework, and review processes to achieve service levels and targets • Identify opportunities for improvement and drive innovation across Process, People, and Technology • Liaise with internal and external stakeholders to plan, schedule, and deliver best practice • Handle escalations to ensure positive customer resolutions • Assist with interviewing, hiring, and training new candidates • Lead individual department projects and initiatives to meet strategic objectives and timelines • Manage contract change control, budgets, billing, forecasting, and financial risk • Travel to meet partners where necessary

🎯 Requirements

• Minimum of 5 years' experience in leading a support function or managerial position within the BPO industry • Excellent intellectual and analytical ability • Willingness to take ownership of issues • Effective communication with clients and colleagues • Ability to provide constructive feedback to the team and customer • Ability to rapidly assimilate and digest volumes of information • Strategic thinking and ability to achieve organisational goals • Excellent written and verbal communication skills • Highly organised with a systematic approach to work and excellent attention to detail • Ability to work under pressure, prioritise, and handle significant workload • Ability to work in partnership with Operations and support teams • Ability to manage customer communications during service events • Excellent presentation skills

🏖️ Benefits

• A competitive salary • Equipment provided • Home office allowance • Online Gym and Wellbeing Studio • The opportunity for professional growth • Fun company events and team outings • Autonomy and Responsibility