Operations Manager
Swooped · United States
- Hybrid
- Full-time
- $95,000 / year
- United States
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Job highlights
- Manage survey operations and customer engagement.
- Oversee CRM processes and respondent services.
- Support marketing campaigns and knowledge management.
- Analyze data and create operational reports.
- Drive process improvements in fast-paced environments.
About the role
Operations Manager
Swooped is a Talent Platform. This role is not with Swooped, but with a hiring company using Swooped's platform. Clicking 'Apply' will direct you to Swooped to learn more about the role and the hiring company.
About the Opportunity
The organization is seeking an experienced Operations Manager to support and enhance survey operations, customer engagement initiatives, respondent services, and CRM-related business processes. This role is responsible for overseeing survey onboarding and rollover activities, managing customer communications, maintaining knowledge management resources, supporting operational reporting, and coordinating system integrations. The ideal candidate will have experience managing complex business processes, supporting CRM platforms, working with cross-functional teams, and driving operational improvements. While familiarity with CRM and workflow systems is beneficial, this role is focused primarily on business operations, process management, system administration, and stakeholder support rather than hands-on application development.
Key Responsibilities
Survey Operations & Program Management
- Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities.
- Ensure survey programs are launched accurately and on schedule.
- Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications.
- Partner with business stakeholders to identify and implement process improvements related to survey operations.
- Maintain survey-related configurations, user assignments, and operational controls.
Customer Engagement & Respondent Services
- Support CRM-driven customer engagement and respondent service initiatives.
- Monitor and improve respondent experiences across communication channels.
- Collaborate with internal teams to resolve customer service issues and operational challenges.
- Ensure business processes and workflows are functioning effectively and efficiently.
Marketing Campaign Support
- Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement.
- Support email and SMS communication initiatives and monitor campaign effectiveness.
- Assist with audience segmentation, communication strategies, and campaign execution.
Knowledge Management & Self-Service Support
- Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users.
- Support search functionality and content organization to improve information accessibility.
- Partner with business teams to ensure knowledge resources remain current and accurate.
Data Management & System Support
- Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes.
- Support integrations and data exchanges between CRM systems and related applications.
- Work with technical teams to troubleshoot data and system issues impacting business operations.
- Assist in testing and validating system changes and enhancements.
Reporting & Performance Monitoring
- Develop and maintain operational reports, dashboards, and performance metrics.
- Track survey activity, customer interactions, operational effectiveness, and service delivery metrics.
- Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes.
- Prepare reports and presentations for leadership and program stakeholders.
Operational Support & Continuous Improvement
- Monitor system performance and operational processes to identify issues and improvement opportunities.
- Coordinate issue resolution efforts with technical and business teams.
- Support platform upgrades, process enhancements, and modernization initiatives.
- Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.
Required Qualifications
- Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.
- 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.
- Experience managing complex business processes and cross-functional projects.
- Strong analytical, organizational, and problem-solving skills.
- Experience creating reports, dashboards, and operational metrics.
- Strong communication and stakeholder management skills.
- Experience working in Agile or fast-paced operational environments.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
Key skills/competency
- Operations Manager
- Survey Operations
- CRM Platforms
- Customer Engagement
- Process Improvement
- Project Management
- Data Management
- Reporting and Analytics
- Stakeholder Management
- Agile Methodologies
Skills & topics
- Operations Manager
- Business Operations
- CRM
- Survey Management
- Customer Engagement
- Process Improvement
- Project Management
- Reporting
- Data Management
- Stakeholder Management
How to get hired
- Tailor your resume: Highlight experience in business operations, CRM, and survey management.
- Showcase project management skills: Emphasize experience managing complex processes and cross-functional projects.
- Quantify achievements: Use data to demonstrate impact in reporting and operational improvements.
- Prepare for behavioral questions: Discuss your problem-solving and stakeholder management abilities.
- Understand the platform: Familiarize yourself with Swooped's role in connecting candidates to companies.
Technical preparation
Familiarize yourself with CRM system functionalities.,Practice creating operational reports and dashboards.,Understand survey platform configuration basics.,Review workflow and process mapping tools.
Behavioral questions
Describe a complex process you improved.,How do you handle conflicting stakeholder needs?,Tell me about a time you resolved an operational issue.,How do you prioritize tasks in a fast-paced environment?
Frequently asked questions
- What is Swooped's role in the hiring process for this Operations Manager position?
- Swooped is a Talent Platform, not the employer. Clicking 'Apply' will direct you to Swooped to review the role and hiring company details. Swooped facilitates the connection, but the hiring company makes the final decision.
- What are the key responsibilities of an Operations Manager at this company?
- The Operations Manager will oversee survey operations, customer engagement, respondent services, and CRM processes. Key duties include managing survey onboarding, customer communications, knowledge management, reporting, and system integrations.
- What qualifications are required for the Operations Manager role?
- A Bachelor's degree in a related field or equivalent experience is required. Additionally, 5+ years of experience in business operations, CRM platforms, survey management, or customer engagement is necessary. Strong analytical, organizational, and communication skills are also essential.
- Is this Operations Manager role remote, hybrid, or on-site?
- The job description mentions a 'Flexible schedule' under benefits, but does not explicitly state the work arrangement. It's recommended to check the specific details provided by the hiring company on Swooped after applying.
- What kind of benefits can I expect as an Operations Manager?
- The company offers a comprehensive benefits package including 401(k) with matching, dental, health, and vision insurance, paid time off, professional development assistance, and a flexible schedule.
- How important is CRM experience for this Operations Manager role?
- Experience supporting CRM platforms is beneficial and mentioned as part of the required qualifications. The role focuses on business operations and process management within a CRM context, rather than hands-on application development.
- What does 'survey operations' entail for this Operations Manager position?
- Survey operations include coordinating onboarding, setup, configuration, approvals, and rollover of surveys. It also involves supporting survey workflows, SLAs, respondent communications, and maintaining survey-related configurations.
- How can I best prepare my resume for this Operations Manager application via Swooped?
- To prepare your resume for this Operations Manager role, focus on quantifying your achievements in business operations, CRM management, and survey program success. Highlight experience with process improvement, stakeholder management, and reporting in fast-paced or Agile environments.