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Job Description:

The Enterprise Operations Manager oversees the operational and strategic management of a client relationship with the primary focus of achieving and surpassing client expectations. This position reports to the Senior Account Director with a dedication towards achieving account profitability; serving as a primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams, and being proactive with solutions and process improvements.  This role will work alongside an Enterprise Strategy Manager who is responsible for site audits, SLA adherence and brining innovative ideas to the table.

Essential Job Responsibilities

• Manage and oversee all assigned locations, personnel, and equipment for a client with 14 locations nationally
• Oversee the Site Managers and potentially other employees at smaller site locations
• Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
• Lead recruiting, developing, and training initiatives to optimize account performance
• Develop positive relationships with client key contacts in each local office
• Monthly meeting/touch points with clients in all offices

• Ensure SOPs are being developed, rolled out and are in use at all site locations; minimum expectation is an annual review to ensure up to date

• Develop strategies to achieve 100% client satisfaction
• Strategically work with the Enterprise Strategy Manager to Epiq resources to support proactive solutions and industry trends with client
• Scheduled/Unscheduled travel to all client locations to monitor account performance
• Ensure monthly report compilation, including accurate billing submittal and invoice processing
• Perform Annual end-user survey and Semi-Annual Client survey
• Collaborate with Enterprise Strategy Manager for the preparation, presentation, and review of Strategic Business Reviews
• Implement account strategies in accordance with overall strategy and business plans
• Proactively provide solutions to the client contact
• Respond promptly to client concerns
• Host recurring Site Manager meetings to train, educate and inform the on-site management team (pull in Epiq resources as needed)
• Ability to function with a high level of patience, tact and diplomacy
• Displays high ethical standard, integrity, work ethic, and loyalty

Qualifications & Requirements

• Bachelor’s degree required or relevant management experience
• Experience managing multi-site and multi-client operations – including in a remote capacity
• Minimum 5 years’ experience in business process outsourcing industry
• Minimum 3 years’ management experience with heavy profit and loss responsibility
• Minimum of 2 years’ professional level work experience in a production environment and/or a client-service oriented field
• Working knowledge of PC applications including Microsoft Office software
• Knowledge of copy machines and utilization of typical office services equipment and technology

The Compensation range for this role is 88,456 to 120,342 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience, and qualifications.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.