Operations Manager - USA Outbound Process

Role Overview

The Operations Manager will be responsible for overseeing and ensuring the successful execution of the USA sales process, focusing on client onboarding, service quality, performance delivery, and continuous improvement. This role will serve as the bridge between the sales, operations, and support teams to guarantee seamless delivery of services to US-based clients, ensuring customer satisfaction and adherence to SLAs.

Key Responsibilities

• Own end-to-end delivery of services for the USA Sales Process, ensuring timely execution and high-quality standards.
• Work closely with the Sales & Account Management teams to transition new clients smoothly from sales to delivery.
• Manage client expectations, resolve escalations, and act as a point of contact for major clients.
• Define, implement, and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with internal teams (operations, telesales, support, finance, etc.) to ensure alignment and smooth execution.
• Identify gaps in delivery processes and recommend improvements to enhance efficiency and customer experience.
• Conduct regular performance reviews, reporting, and feedback sessions with stakeholders.
• Ensure compliance with company policies, processes, and relevant USA market regulations.
• Lead and mentor delivery teams to meet performance targets, quality benchmarks, and client expectations.
• Support pre-sales and business development activities where required (solution design, proposal review, etc.).

Key Skills & Competencies

• Strong understanding of USA sales process and client engagement practices.
• Proven experience in

  service delivery management, account management, or sales operations

  .
• Excellent communication and stakeholder management skills with a strong client-facing presence.
• Ability to handle escalations and resolve conflicts effectively.
• Analytical mindset with experience in using data to monitor and improve performance.
• Ability to manage cross-functional teams in a fast-paced environment.
• Proficiency in CRM, workflow management tools, and reporting dashboards.

Qualifications & Experience

• Bachelors degree in Business Administration, Management, or related field (MBA preferred).
• 610 years of experience in

  Service Delivery / Account Management / Sales Operations

  with at least 3+ years handling

  USA clients or USA process delivery

  .
• Experience managing teams in telesales / inside sales / BPO / outsourced services domain is highly desirable.
• Strong exposure to KPI-driven performance management and SLA governance.

Compensation & Benefits

• Competitive salary package (based on experience and market benchmarks).
• Performance-linked incentives.
• Health & wellness benefits.
• Opportunity to work with a global client base and expand into leadership roles.