Director of Operations

About the role

TaskUs is a provider of outsourced digital services and next-generation customer experience for fast-growing technology companies. As Director of Operations in Mohali, India, you will oversee and direct operational activities for premier accounts, optimize processes, drive continuous improvement, and partner with cross-functional teams and clients to meet SLAs and exceed expectations. This is an on-site role with occasional travel required.

What you’ll do

• Oversee and direct the activities of a premier account, or multiple accounts simultaneously, by providing strategic leadership and direction
• Analyze workflow to identify inefficiencies, develop policies and action plans to improve the process, implement change, and track progress
• Establish and implement operational strategies, policies, and procedures that align with the company's goals and client requirements
• Monitor staff and analyze KPIs and operational metrics to assess performance, identify areas for improvement, and provide temporary coverage and training
• Partner with clients and upper management in developing procedures and ensure the team follows all established policies
• Work with leadership to set team and individual KPIs and provide regular, actionable feedback
• Keep up to date with industry trends and identify areas of opportunity to drive improvements, while maintaining content moderation guidelines, reference documents, and training materials
• Demonstrate strong financial acumen and work with revenue models, appropriately forecasting shrink, attrition, headcount, and hiring needs within various billing platforms

What you’ll bring

• Proven experience in a senior leadership role overseeing operations, preferably in a BPO or similar industry
• Strong knowledge of large-scale BPO operations with multiple clients and diverse service offerings, processes, and best practices
• Excellent understanding of KPIs and ability to analyze complex data, identify trends, and drive data-driven decision-making
• Strong leadership and management skills to lead and motivate a diverse team
• Effective problem-solving and decision-making skills to address operational challenges and implement solutions
• Exceptional communication and interpersonal skills to interact with clients, stakeholders, and internal teams
• Bachelor's degree in business administration, operations management, or a related field
• Ability to work independently with a strong desire to seek support where relative

Nice to have

• Familiarity with industry-specific technologies and tools for managing BPO operations
• Knowledge of quality management and project management principles and methodologies, such as Six Sigma or Lean
• Proven track record in achieving operational targets and driving cost optimization initiatives
• Familiarity with compliance and regulatory requirements relevant to the BPO industry
• Master's degree preferred

Skills

Education

A bachelor's degree in business administration, operations management, or a related field. A master's degree is preferred.