DescriptionTitle: Operations Manager
Reports To: GTM Department Leader
Department: GTM
Location: Cincinnati, OH
Position Status: Salary Exempt
Job Summary:The Operations Manager (OM) serves as a strategic operational partner to the department leader, responsible for driving consistent execution, service excellence, and operational performance across assigned strategic accounts and teams. This role provides senior-level operational oversight, manages high-impact customer and ticket escalations, and ensures effective workload distribution across Account Executives (AEs) in training and Associate Operations Managers (AOMs).
The OM plays a critical leadership role in developing early-career talent, supporting succession planning, and maintaining operational discipline at scale. This position balances hands-on operational management with strategic planning, data-driven decision-making, and cross-functional collaboration to support account growth, customer satisfaction, and KPI achievement.
What You'll Do:- Act as a strategic operational advisor and support partner to the department leader, providing insight, recommendations, and execution support for key initiatives, staffing strategies, and account priorities.
- Provide operational leadership across assigned strategic accounts, ensuring consistent execution, adherence to client requirements, and achievement of service-level agreements and KPIs.
- Own and manage high-level ticket and customer escalations, serving as the primary escalation point for complex, high-impact issues and ensuring timely resolution and stakeholder alignment.
- Oversee workload planning and load balancing across Account Executives (AEs) in training and Associate Operations Managers (AOMs) by monitoring volume, capacity, and coverage, and proactively adjusting assignments to maintain service levels and operational resilience.
- Directly manage and mentor AOMs and AEs during their training period, providing coaching, performance feedback, and development guidance to build operational readiness and leadership capability.
- Ensure consistent onboarding, training reinforcement, and performance management for early-career and in-training employees, with a focus on accountability, engagement, and long-term development.
- Partner closely with AOMs and Operations peers to execute operational plans, identify performance gaps, and implement corrective actions or process improvements.
- Lead or support cross-functional operational initiatives, collaborating with Field teams, service providers, and internal stakeholders to deliver scalable solutions and improve service delivery.
- Support strategic customer relationships by participating in executive-level communications and Top-to-Top meetings with senior customer leadership as requested.
- Analyze operational productivity, quality, and financial performance data to identify trends, risks, and opportunities, and translate insights into actionable improvements.
- Drive continuous improvement by identifying inefficiencies, recommending solutions, and leading or supporting the implementation of process, technology, and workflow enhancements.
- Reinforce a customer-focused, solutions-oriented culture by modeling urgency, ownership, professionalism, and sound risk management in all interactions.
- Support change management initiatives and help ensure operational readiness during periods of growth, peak demand, or organizational change.
- Other duties as assigned by management.
What You Need:- Bachelor's degree preferred in Business Administration, Operations Management, Management, Supply Chain, Facilities Management, or a related field, or equivalent relevant work experience.
- 5+ years of related experience in operations management, service delivery, sales support, facilities maintenance, or service provider environments, including direct customer interaction and leadership responsibility for teams delivering services.
- Proven experience leading, coaching, and developing team members, including early-career, in-training, or first-time contributors, with a focus on performance, accountability, and engagement.
- Strong operational and strategic mindset, with the ability to manage day-to-day execution while maintaining alignment with broader goals, KPIs, customer expectations, and business impact.
- Demonstrated ability to manage complex escalations, assess risk, make sound decisions under pressure, and escalate appropriately while aligning with department leadership.
- Proven ability to prioritize and manage multiple workstreams, tickets, projects, and initiatives simultaneously in a fast-paced environment.
- Strong problem-solving and critical-thinking skills, with the ability to quickly evaluate options, anticipate downstream impacts, and implement effective solutions.
- Attention to detail balanced with a big-picture perspective on service delivery, customer experience, operational efficiency, and scalability.
- Experience partnering cross-functionally and communicating effectively with internal stakeholders, Field teams, customers, and service providers at all levels, including senior leadership.
- Ability to improve operational processes while meeting or exceeding Customer KPIs within established budget thresholds.
- Strong analytical skills with the ability to compile, interpret, and act on operational and performance data.
- Excellent written and verbal communication skills, with the ability to clearly convey expectations, feedback, priorities, and status updates to diverse audiences.
- Strong working knowledge of Microsoft Office applications including Excel, Word, PowerPoint, SharePoint, Teams, and Outlook. CRM experience is a plus.
- Ability to quickly learn and adopt new technology platforms and operational systems.
- Availability to be on call during peak operational periods as required.
- Willingness to travel for business needs related to account support, customer engagement, or growth initiatives when required.
- Ability to manage the stress of a fast-paced environment.
- Ability to meet the in-person requirements of the team and/or business needs.
What You'll Get:At DMG, you'll be part of an amazing team that encourages learning, growth, and advancement. Our company has an entrepreneurial spirit that rewards self-starters and encourages employees to take charge of their own careers.
Some of our many benefits include:
- Health, dental and vision coverage on day 1.
- Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting.
- Paid Primary and Secondary Caregiver leave.
- Employee Assistance Program to assist with everyday challenges.
- Paid time off to volunteer.
