Sr. Operations Manager - ERT (Start date - 07/12)

TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions aimed at helping fast-growing technology companies represent, protect, and grow their brands effectively. With a cloud-based infrastructure, TaskUs serves numerous high-growth sectors including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. A hallmark of TaskUs' approach is its People First culture, which prioritizes the well-being and growth of its workforce, which has now expanded to approximately 45,000 employees globally. The company operates in 23 locations across 12 countries such as the Philippines, India, and the United States, emphasizing a diverse and inclusive environment.

TaskUs began with a revolutionary idea to create a different breed of Business Processing Outsourcing that thrives on innovation, adaptability, and consistent performance amidst change. The company has established several departments focused on total rewards, wellness, human resources, and diversity, illustrating its dedication to employee satisfaction and professional growth. They maintain competitive salaries and comprehensive benefits packages, nurturing a positive workplace culture that attracts top talent.

The role of Senior Operations Manager at TaskUs is intensely pivotal and requires managing the day-to-day business operations of the AV Emergency Response unit. This includes overseeing performance, billing, profit and loss (P&L), and resource forecasting for a growing autonomous vehicle fleet. The position demands a leader who can manage a high-performing team of Operations Managers and Team Leads, providing them with strong leadership guidance and AV technical knowledge.

The Senior Operations Manager designs and scales response frameworks to address specialized AV challenges such as software-defined edge cases, hardware failures, and environmental obstacles. They are instrumental in driving key performance indicator excellence across a range of AV-specific and business metrics, including technical resolution rates, safety benchmarks, customer satisfaction (CSAT), and average handle time (AHT).

This role involves collaboration with senior management and clients to promote continued business growth. Maintaining compliance with evolving regulatory and legal standards specific to autonomous transportation is an essential responsibility. Furthermore, the Senior Operations Manager plays a key role in scaling operations, managing performance, and sustaining employee retention.

Among other critical duties, this position owns the hiring process and talent development pipeline, focusing on recruiting individuals with strong analytical skills suited for fast-paced technological environments. They also foster an organizational culture that values safety, innovation, and rapid adaptation to technological advancements, making this role ideal for someone with proven operational scaling capabilities and a strong background in autonomous vehicle technology.

Overall, this position is designed for a highly skilled professional who thrives in challenging safety-critical environments such as transportation, automotive, or aviation. The role requires flexibility with up to 20% travel for market launches, field audits, and stakeholder meetings, reflecting the dynamic nature of this leadership opportunity. Joining TaskUs means becoming part of a company that not only values performance and innovation but also champions diversity, inclusion, and employee well-being at every stage of the career journey.