Sr. Operations Manager - ERT

TaskUs is a leading provider of outsourced digital services and next-generation customer experience tailored for fast-growing technology companies. Established with a vision to redefine the Business Processing Outsourcing (BPO) industry, TaskUs leverages a robust cloud-based infrastructure to deliver exceptional service and support to clients operating in some of the fastest-growing sectors worldwide. These sectors include social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. With a global presence spread across twenty-three locations in twelve countries including the Philippines, India, and the United States, TaskUs has built an impressive workforce of approximately 60,000 employees, all united by a People First culture that prioritizes employee well-being and growth. The company is recognized for its commitment to fostering an inclusive, diverse, and innovative work environment that encourages collaboration and professional development.

The role of Senior Operations Manager is critical at TaskUs, focusing on managing the day-to-day business operations of the AV Emergency Response unit. This position demands a high level of expertise in operations management, financial oversight including billing and Profit & Loss (P&L) management, and precise resource forecasting for a growing fleet. The successful candidate will lead a high-performing team of Operations Managers and Team Leads, ensuring these teams are coached both in leadership skills and autonomous vehicle (AV) technical literacy. The Senior Operations Manager will design and scale response frameworks that address complex AV challenges such as software-defined edge cases, hardware failures, and environmental obstacles. They will also drive key performance indicator (KPI) excellence, balancing technical resolution rates and safety benchmarks with business metrics like customer satisfaction (CSAT) and average handling time (AHT).

Beyond operational management, the role involves engagement with senior management and client meetings to support ongoing business growth. Compliance with evolving regulatory and legal standards relevant to autonomous transportation is a key responsibility, ensuring TaskUs remains at the forefront of the industry. This position also entails owning the hiring and talent development pipeline, identifying top analytical talent necessary for thriving in a fast-paced technological environment. The culture fostered under this role places strong emphasis on safety, innovation, and agile adaptation to emerging technological changes. The Senior Operations Manager is expected to have a proven track record in scaling operations, driving performance, and retaining high-quality employees. The company offers a competitive salary range between $97,000 and $145,000 per year, along with a comprehensive benefits package, reflecting TaskUs's commitment to its People First philosophy and employee satisfaction.