Operations Manager USA

About Mango5

Mango5 is a dynamic and growing BPO that partners with local and international clients to deliver tailored, high-impact solutions. Our operating model is built on agility, strong client relationships, and a commitment to delivering consistent, high-quality outcomes.
The Opportunity

We are seeking an experienced and driven Operations Manager to take ownership of our USA region portfolio.
This role is responsible for the end-to-end performance, stability, and growth of multiple business units, each with its own client expectations and operational requirements. The successful candidate will play a key role in ensuring strong delivery, building client relationships, and leading high-performing teams.

Key Responsibilities****Operational Performance & Delivery

• Own and drive daily, weekly, and monthly performance across assigned business units

• Deliver against key KPIs, including productivity, quality, and compliance

• Identify risks early and implement timely, practical solutions

• Maintain strong operating rhythms, including performance tracking and structured reviews

Client & Stakeholder Management

• Build and maintain strong relationships with multiple client stakeholders

• Provide clear, accurate, and data-driven reporting and insights

• Manage expectations proactively and ensure alignment between client requirements and operational delivery

Business Unit Performance & Growth

• Identify opportunities to improve efficiency, productivity, and overall performance

• Support the growth and scalability of business units

• Contribute to commercial decision-making with a focus on sustainability and value

People Leadership & Engagement

• Lead and develop Team Leaders and operational teams

• Drive a culture of accountability, engagement, and performance

• Address performance gaps effectively while maintaining a supportive team environment

• Ensure high levels of staff engagement and retention

Workforce Planning & Scheduling

• Oversee workforce planning and scheduling across business units

• Ensure staffing levels are aligned to operational demand and client requirements

• Monitor attendance, absenteeism, and overtime usage

• Make real-time adjustments to maintain performance and efficiency

Cross-Functional Collaboration

• Work closely with HR, L&D, and QA to support operational outcomes

• Ensure alignment between operational delivery and support functions

Continuous Improvement

• Drive ongoing process improvements and operational efficiencies

• Promote a culture of proactive problem solving and execution discipline

Requirements

• 5–8+ years’ experience in a BPO/contact centre leadership role

• Proven experience managing multiple campaigns or business units

• Experience working with international clients (USA or UK preferred)

• Demonstrated ability to improve performance and drive operational results

Skills & Competencies

• Strong operational and commercial acumen

• Excellent stakeholder and client management skills

• Strong analytical and problem-solving ability

• Ability to prioritise and manage multiple workstreams simultaneously

• High level of ownership, accountability, and initiative

• Strong leadership and team development capability

Working Hours

• Monday to Friday

• Aligned to USA operational requirements

What We Offer

• Competitive, market-related salary

• Performance-based incentives

• Medical benefits (post-probation)

• Access to internal learning and development platforms

• A collaborative and performance-driven work environment

Apply Now
If you are a results-driven operations leader who thrives in a fast-paced, multi-client environment and is passionate about driving performance and building strong teams, we would love to hear from you.