Operations Manager - Omo

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Operations Manager OMO will be a central role in the team as they will need to support overall OMO BU in all aspects related to processes and operations, and become the trusted central partner for internal and external OMO stakeholders.
Key responsibilities will include:

• Provide support for system-related products such as PRIMUS CRM, Zenius Account, and G-Suite to end users; escalate relevant issues to the technical team; maintain consistent logs/tracking on ongoing issues in project management tools such as JIRA.
• Organize NPS surveys every other quarter to collect feedback on customer satisfaction and promoter score from NP customers; Provide NPS survey report summary to Regional/Department Managers, as well as to the franchisees;
• Work with all related OMO departments to establish SOPs and guidelines to be used by OMO franchisees network;
• Conduct regular audits to ensure OMO franchisees are operating according to SOPs; provide reports and recommendations related to audit findings and escalate any issues to respective Regional/Department Managers when necessary;

Other General Responsibilities

• Process improvements: identify strength and weakness in OMO’s internal or franchise-related processes; provide recommendations to streamline processes and own the execution to ensure the new process is implemented and running smoothly
• Conduct system-related training for stakeholder (branches, internal)
• Manage system implementation projects and provide training/support to related users during and post-launch
• Provide regular or ad-hoc reports on key OMO metrics (revenue, headcount, leads, productions, etc) to internal stakeholders;

Requirements:

• Resourcefulness & can-do attitude
• Be organized; attention to detail
• Bachelor’s degree in operations management, business administration, or related field
• Knowledge of general business software and aptitude to learn new applications and systems; proficiency in Microsoft Office (Word, Excel, Outlook)
• Passionate about process improvement and systems
• Work and communicate well with people from different backgrounds (technical/non-technical, business/academics, etc)