General Manager - Operations

About BrandBastion:

We help brands grow by having better conversations on social media. We provide a managed service solution including a platform where we remove harmful comments (brand safety), respond to comments in need of attention (care) and provide actionable insights on what’s being said (intelligence). We work with some of the top brands in the world including Netflix, Uber, Red Bull, NARS, Sephora, The North Face and many more.

Our team is born remote, we have over 18 nationalities on the team, and our main markets are North America and Western Europe. We’ve been around for 9 years, but are still very much a fast moving, agile growth company.

What you will do:

Position Overview: General Manager - Operations will lead and manage the human resources and operational functions for a dynamic 100-person organization operating in a 24/7 BPO business model. This role is pivotal in ensuring the smooth execution of recruitment, onboarding, team member activities, payroll, and performance tracking. The ideal candidate is a great people manager that is also adept at managing risk and maintaining high standards of efficiency and compliance in a fast-paced, startup environment.

This is not a purely HR role and any application must highlight the ability to manage risk and teams. Experience in BPO management roles is strongly encouraged.

Reports to: Head of Delivery (Anthony Smith)

Collaborates with: Operations, Customer Success, Linguistics and AI

Key Responsibilities:

• Recruitment:
• Collaboration and Planning: Work closely with the hiring team on identifying hiring needs, suitable locations for recruitment, and evaluating the performance of recruitment and sourcing strategies.
• Interview Process Management: Conduct interviews, review referrals, and make final hiring decisions.
• Coordination and Offers: Collaborate with the training department to schedule onboarding and send email offers to successful candidates.
• Employer Branding: Build upon the 4.9 Glassdoor rating already established, creating buzz and attractiveness for new prospective team members.
• Onboarding:
• Account Setup: Ensure new team members have the necessary account access and creation.
• Onboarding Facilitation: Host the first day of onboarding for new hires during the day shift, ensuring a smooth transition into the company.
• Offboarding:
• Documentation and Coordination: Create and submit necessary separation documents, including offboarding emails and agreements.
• Account Deactivation: Manage the process of deactivating accounts and conducting offboarding meetings with departing team members.
• General Team Member Activities:
• Account Management: Oversee and troubleshoot access to various platforms.
• Documentation: Draft and submit necessary team member documentation.
• Audit and Meetings: Conduct bi-weekly timesheet audits and hold regular one-on-one and team meetings with staff members and managers.
• Monthly All Hands Call Coordination: Organize and host monthly all-hands meetings, review Worksnaps audits, and track compensation and performance metrics.
• Disciplinary Actions: Create and issue write-ups and communicate regarding performance issues as needed.
• Leave Approvals: Manage leave requests for the administrative team and coordinate training for new client groups.
• Performance and Prioritization: Select monthly top performers and manage the prioritization of quality control tasks.
• Resource Management: Oversee and balance the allocation of resources for multiple projects and teams to ensure optimal resource availability and efficiency.
• Team Member Engagement: Nurture continual engagement for team member growth and development, as well as overall job satisfaction and productivity.
• Payroll:
• Invoice Management: Review and merge timesheets and invoices from team members. Upload and input invoices into the relevant systems.
• Financial Verification: Verify and review invoices for accuracy and ensure timely payments through platforms like Transferwise.
• Support and Advice: Provide guidance on monthly invoicing and support team members with payroll inquiries.
• BrandBastion Collaboration:
• Daily and Monthly Reporting: Post daily noteworthy volumes and prepare monthly KPI presentations.
• Project Coordination: Manage staffing and coordination for new projects and clients, ensuring smooth collaboration with client services managers and operational teams.
• Client Services Communication: Address client issues and facilitate communication with reports before the start of each month.
• Metrics and Performance Tracking:
• Weekly Tracking: Monitor and track weekly response and processing metrics, posting weekly reviews and eligibility updates.
• Monthly Analysis: Maintain monthly tracking sheets for response, processing metrics, volume, capacity, and costs. Review client complaints and provide feedback to the team.
  
  

Requirements:

Qualifications:

• Proven experience in a similar BPO management role, ideally within a 24/7, operational and startup environment.
• Knowledge of HR processes, including recruitment, onboarding, payroll, and performance management.
• Excellent organizational and multitasking skills, with the ability to manage and prioritize multiple tasks effectively.
• Exceptional communication and interpersonal skills, with the ability to lead and motivate a diverse team.
• A keen eye for detail and a proactive approach to identifying and mitigating risks.
  
  

Personal Attributes:

• Resilient and adaptable, with a positive attitude towards change and continuous improvement.
• A strategic thinker with the ability to make informed decisions and implement effective solutions.
• Highly organized with a meticulous approach to managing details and processes.
• Committed to fostering a collaborative and inclusive team environment.
  
  

Benefits:

Why Join BrandBastion:

• Opportunity to work with cutting-edge technology in the rapidly evolving field of social media management.
• Collaborative and inclusive work environment with a global team of experts.
• Flexibility to work remotely and balance professional and personal commitments.
• Opportunities for growth and advancement.
• 4 weeks paid annual vacation
• Fixed monthly compensation