Operations Project Manager

About Innodata

Innodata, a Nasdaq-listed global leader in data engineering, is dedicated to advancing artificial intelligence responsibly by combining data, evaluation frameworks, and expert human insights. With a 36+ year legacy, we deliver top-quality data and outstanding results to clients worldwide, supporting Generative AI and AI users through versatile solutions and platforms.

Role Overview

The Operations Project Manager will oversee the performance and governance of Statements of Work, ensuring day-to-day operations comply with Service Level Agreements. The role involves promptly addressing service delivery challenges and implementing preventative strategies, especially during transition phases such as setup or expansion.

This position also entails managing infrastructure deployment for service delivery encompassing technology, finance, HR, security, facilities, and communications. Establishing service processes and reporting mechanisms is key.

Leadership responsibilities include guiding and mentoring managers and agents/raters to foster career growth, achieve low attrition, and boost employee engagement. Driving continuous improvement, productivity, and risk escalation aligned with overall project goals is vital.

Key Responsibilities

• Lead end-to-end deployment of small to medium projects, collaborating with Total Quality Management teams and stakeholders.
• Provide expertise in resolving linguistic and dialect nuances to enhance recruitment and performance evaluations.
• Ensure total customer satisfaction and support TQM strategies by promoting collaboration across Operations leadership.
• Contribute to policy, product, process, and support improvements through team feedback and insights.
• Identify project risks or implementation challenges and proactively communicate with internal and external parties.
• Translate business needs into operational plans and craft methodologies to monitor and report on SLAs ensuring KPIs are met.
• Lead root cause analysis and define strategies to meet SLAs effectively.
• Assess and prioritize key operational issues impacting teams.
• Work jointly with support teams to initiate projects, track status, resolve challenges, and manage change communications.
• Oversee new hire deployment, ensuring alignment with client platform requirements and SLAs.
• Drive initiatives for improving productivity, processes, security, and facilities, partnering with TQM teams.
• Coach and mentor leadership at all levels to refine people management approaches.
• Manage training program development, execution, and evaluation.
• Support strategic business growth, financial performance, and profitability enhancement plans.

Candidate Profile

• Minimum of 5 years' experience managing diverse, multi-site teams in dynamic environments.
• Strong strategic, analytical, and problem-solving capabilities.
• Demonstrated success managing multiple projects concurrently to operational completion.
• Adaptability and energy suited to fast-paced, evolving workplaces.
• Passion and drive combined with initiative and enthusiasm.
• Bachelor's degree or equivalent required; Project Management or Six Sigma certification is advantageous.
• Excellent oral and written communication skills.

Important Notice

Candidates should be vigilant against recruitment scams falsely claiming association with Innodata. The company never requests payments or sensitive information during hiring. Suspected frauds should be reported to Innodata and the Federal Trade Commission.