Connex Intl is a leading telecommunications provider of customizable web and audio conferencing and collaboration solutions serving professionals and organizations of all sizes around the world.
About the Role
The Operations Manager is committed to the success and growth of Connex, the Service Delivery organization, and its team members. As a Connex leader, this role is responsible for managing all aspects of daily operations including scheduling, staffing, work prioritization, service execution, escalations, billing accuracy, and collaboration with internal teams and clients to meet client needs.
This role oversees conference calls, meeting management, enhanced services, billing operations, and web-based event services to ensure seamless execution and a high-quality client experience. The Operations Manager is also responsible for overseeing team performance, tracking measurable goals, supporting hiring and onboarding efforts, and driving continuous improvement in processes and service delivery.
In addition, this position provides insight and recommendations on operational improvements, service enhancements, and future direction of Connex offerings.
Essential Duties & Responsibilities:
Core duties and responsibilities include, but are not limited to the following:
- Provide clear direction and consistent oversight to support all responsibilities of daily operations, including call center execution and virtual event delivery.
- Manage scheduling, staffing, mapping, and real-time execution of operator-assisted conference calls and web events.
- Ensure all calls and meetings are fully staffed, properly configured, and executed accurately from start to finish.
- Manage performance to established metrics designed to achieve operational, client, and financial goals, and adjust metrics as needed.
- Offer guidance and support to ensure the Operations team delivers excellent customer service to Connex clients.
- Manage simultaneous projects and competing priorities in a fast-paced, high-stakes environment.
- Delegate work, track progress, provide constructive feedback, and hold team members accountable for results.
- Ensure all team members meet department standards for setup, execution, and quality assurance of services.
- Maintain a thorough understanding of Connex services, systems, operating procedures, and client requirements to effectively support execution and delivery.
- Oversee Enhanced Services delivery, including recordings, transcripts, attendee reports, and post-call deliverables.
- Ensure accurate capture and billing of all services, resolve discrepancies, and support client billing inquiries.
- Identify opportunities to improve processes, streamline workflows, and enhance service quality and efficiency.
- Participate actively in meetings and contribute solutions, ideas, and process improvements to support team and company success.
- Develop and implement procedures, documentation, and systems that support Connex’s service delivery model.
- Partner with HR to forecast staffing needs, support hiring, and participate in onboarding and training initiatives.
- Set team goals and project deadlines aligned with Connex strategic objectives.
- Provide client feedback to leadership regarding service performance, client needs, and opportunities for growth.
- Ensure quality of work, reinforce accountability, and support team members in achieving excellence.
- Plan work effectively to minimize downtime and maintain productivity.
What You’ll Build
- Sales playbook and go-to-market approach
- Pipeline structure and forecasting processes
- Early customer base and revenue foundation
- Future sales team (you’ll help hire and train)
Requirements
- Minimum of five years of leadership experience
- Experience managing and directing teams in a service-driven environment
- Strong client relationship management experience
- Excellent written and verbal communication skills
- Strong attention to detail and organizational skills
- Experience with web-based platforms (Zoom, WebEx, or similar)
- Ability to manage multiple priorities and work in a fast-paced environment
Why Join Us
- Build the sales team and assist to shape the entire function
- High impact, high visibility role
- Uncapped earning potential
- Health, Dental, Vision Insurance
- Paid Time Off, Paid Vacation Days and 1 Community Service Day
- 401K
- HSA/FSA Options
- Life Insurance Option
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Lawrence, KS 66049
