This position is work onsite.
Job Description
Think of yourself as the captain of your department - not just anyone is cut out for this role! At TaskUs, we don't just hire employees; we hire top-tier problem-solvers who thrive in dynamic, high-stakes environments. As an Operations Manager, your mission is to lead your team, drive operational excellence, and ensure that every incident and emergency response is handled with precision and care.
Imagine yourself starting your day with one thing in mind: it's not just about KPIs-it's about keeping your fleet, team, and operations safe, efficient, and ready to handle anything. Your work will directly impact the overall customer experience, ensuring that every interaction is safe, smooth, and effective.
Responsibilities:
- Ensure the Emergency Response Team (ERT) consistently meets operational KPIs, incident response times, and safety benchmarks.
- Create innovative processes and strategies that empower each team member to perform at their best in high-pressure situations.
- Be visible and approachable-walk the floor, connect with your team, provide coaching, and make them feel valued.
- Identify each teammate's strengths and areas for growth, assigning tasks that challenge them while showcasing their talents.
- Manage, mentor, and develop team members to ensure long-term growth and operational excellence.
- Coordinate with cross-functional teams (Safety, Operations, Engineering) to handle incidents efficiently and safely.
- Develop, implement, and continuously improve emergency protocols, incident response playbooks, and readiness drills.
- Monitor and analyze metrics, using data to drive decisions, optimize workflows, and improve performance.
- Develop, maintain and improve Emergency Response Team procedures, incident command protocols, and escalation frameworks.
- Manage ERT staffing, deployment planning, and resource readiness including field units, support vehicles, and on-call rotations.
- Coordinate responses to incidents involving autonomous vehicles (mechanical, software, environmental) and ensure proper escalation, root-cause review, and mitigation.
- Partner with Safety, Operations, Legal, Communications, and Engineering teams to ensure incident handling aligns with regulatory, compliance, and company standards.
- Monitor and report on operational metrics (e.g., incident response time, de-escalation rate, repeat incident reduction) and drive continuous improvement initiatives.
- Oversee training, simulation exercises, and readiness drills for ERT members and partner vendors.
- Develop contingency and business continuity plans for high-impact scenarios and support expansion into new markets.
- Ensure vendor and partner performance meets safety, quality, and cost standards.
- Manage department budget, staffing forecasts, and vendor contracts tied to emergency operations.
Qualifications:
- Bachelor's degree in Engineering, Safety, Operational Management, or related field; or equivalent experience.
- 1+ years of operations management experience, preferably in high-stakes or safety-critical environments (e.g., transportation, automotive, aviation).
- Proven track record of incident management, crisis response or emergency operations leadership.
- Experience working cross-functionally with engineering, safety, operations and regulatory teams.
- Excellent analytical skills; able to use data and metrics to drive decision-making and process improvement.
- Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi-disciplinary teams.
- Comfortable with travel and field deployment as required (within or outside market region).
- Ability to thrive in a fast-paced, evolving environment and adapt quickly to change.
Minimum Requirements:
- Two plus years of managing supervisors with established KPI's
- One plus year of client management experience (nice to have) Bachelor's degree in business administration or management
- Excellent communication and presentation skills
Job Expectations:
This role will be dedicated to managing the ERT Team
Competencies:
- Strategic Planning
- Process Improvement
- Resource Management
- Performance Metrics
- Team Leadership
- Client Relationship
- Risk Management
- Stakeholder Management
- Decision Making
- Communication Skills
