Operations Manager 5
Allegis Global Solutions · Plano, TX
- On site
- Contract
- $89,440 / year
- Plano, TX
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Job highlights
- Lead customer experience initiatives.
- Streamline operational processes.
- Analyze data for improvements.
- Manage customer escalations.
- Collaborate with cross-functional teams.
About the role
Operations Manager - Contract Role with Samsung via Allegis Global Solutions
Please note that this is a contract role providing services to Samsung through external staffing partners of Allegis Global Solutions (AGS). If you are selected for this role, you will be employed by AGS and will not be an employee of Samsung.
Summary
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints. This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.
Key Responsibilities
- Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
- Leverage NPS results, Medallia survey data, and KPI results to provide actionable insights and drive process improvements
- Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
- Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
- Case-manage customer escalations
- Act as the main point of contact for Call Center BPO and Third-Party Administrator
- Lead training and development programs to enhance team capabilities in customer experience and process improvement
Minimum Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field
- 5 years of experience in operations management or a related role
- Proven track record of improving customer experience and operational processes
- Strong analytical skills with the ability to interpret data and make data-driven decisions
- Excellent communication and leadership skills
Preferred Qualifications
- Experience in the mobile device protection industry
- Familiarity with process improvement methodologies such as Lean or Six Sigma
- Experience managing cross-functional teams in a fast-paced environment
Additional Details
- Location: Plano, TX
- Duration: 12 months
- Pay Range: $42 - $46/hr
- Weekly Schedule: 40 hours
- Job Status: Non-Exempt
- Application Deadline: June 19, 2026
Benefits
This role is eligible for the following benefits:
- Medical, dental & vision
- Hospital plans
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available (USA)
- Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
- Company paid short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Employee Assistance Program
- Time Off/Leave (PTO, Allegis Group Paid Family Leave, Parental Leave)
Benefits are subject to change and may be subject to specific elections, plan, or program terms.
Important Information for Applicants
- Existing Vacancy: This posting is for an available position.
- Equal Opportunity Employer: AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
- Accommodation Requests: If you require a reasonable accommodation related to the application or interview process due to a disability, please email accommodation@allegisglobalsolutions.com. This inbox is monitored solely for accommodation requests. For questions about open roles or to apply, please submit your application through the job posting, as this inbox is not monitored by recruiters and applications sent here will not be reviewed.
- Employment Verification: In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law.
- AI Screening: Please note that we may use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us.
- Compensation: We reserve the right to pay above or below the posted wage based on factors unrelated to protected classifications. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
- San Francisco Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- City of Los Angeles Candidates: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring.
Key skills/competency
- Operations Management
- Customer Experience
- Process Improvement
- Data Analysis
- Workflow Optimization
- Problem-Solving
- Communication Skills
- Leadership
- Team Management
- Cross-functional Collaboration
Skills & topics
- Operations Manager
- Customer Experience
- Process Improvement
- Operations Management
- Data Analysis
- Workflow Optimization
- Problem-Solving
- Leadership
- Business Administration
- Samsung
How to get hired
- Tailor your resume: Highlight operations management, customer experience, and process improvement experience relevant to the Operations Manager role.
- Address contract nature: Clearly state your understanding of contract roles and your ability to work with external staffing partners.
- Showcase analytical skills: Provide examples of how you've used data (NPS, KPIs) to drive operational improvements.
- Demonstrate communication: Be prepared to discuss your experience in customer-facing roles and managing BPO relationships.
- Research AGS & Samsung: Understand their business needs and how your skills align with enhancing customer experience for Samsung's MX organization.
Technical preparation
Review process improvement methodologies (Lean, Six Sigma).,Practice data analysis with KPIs and survey data.,Prepare to discuss workflow optimization strategies.,Familiarize yourself with call center operations.
Behavioral questions
Describe a time you improved customer experience.,How do you handle cross-functional team collaboration?,Give an example of a process bottleneck you solved.,How do you manage customer escalations?
Frequently asked questions
- Is this Operations Manager role a direct hire with Samsung or Allegis Global Solutions?
- This is a contract role where you will be employed by Allegis Global Solutions (AGS) and provide services to Samsung. You will not be a direct employee of Samsung.
- What are the primary responsibilities of the Operations Manager role?
- The Operations Manager will focus on enhancing customer experience, streamlining operational processes, analyzing data to drive improvements, managing customer escalations, and acting as a point of contact for BPO and third-party administrators.
- What qualifications are required for the Operations Manager position?
- A Bachelor's degree in a related field, 5 years of operations management experience, a proven track record in improving customer experience and operational processes, strong analytical skills, and excellent communication and leadership skills are required.
- Are there specific industries or methodologies preferred for this Operations Manager role?
- Experience in the mobile device protection industry and familiarity with process improvement methodologies like Lean or Six Sigma are preferred qualifications for this role.
- What is the work arrangement and location for this Operations Manager job?
- This role is located in Plano, TX, and involves a weekly schedule of 40 hours. The work arrangement is on-site.
- What is the pay range for the Operations Manager position?
- The pay range for this contract role is $42 - $46 per hour.
- What benefits are offered for this contract Operations Manager role?
- Eligible benefits include medical, dental, vision, hospital plans, 401(k) retirement plan, life insurance, disability insurance, spending accounts, and time off/leave programs.
- How does Allegis Global Solutions use AI in the hiring process for this Operations Manager role?
- Allegis Global Solutions may use AI tools to screen and assess applicants. These tools analyze application materials to identify candidates whose qualifications best match the role's requirements. If you have questions, you can contact them for more information.