Russell Tobin · 4 hours ago
Operations Manager
Mountain View, CA
Contract
Hybrid
Senior Level
$110/hr - $114/hr
7+ years expRussell Tobin is seeking an Operations Manager to drive global vendor operations and agent enablement initiatives that support YouTube Creators, Partners, and Paid Subscribers. The role involves designing and scaling training strategies, optimizing operational processes, and improving customer experience outcomes across support environments.
ConsultingHuman ResourcesLegalStaffing Agency
Hiring Manager
Safina Sami
Responsibilities
Design, launch, and optimize operational processes for vendor and internal support teams
Drive creation and maintenance of SOPs, process maps, workflows, and training documentation
Lead operational projects focused on efficiency, scalability, automation, and quality improvements
Identify and implement workflow efficiency scoring frameworks to proactively surface execution gaps
Drive capacity planning, utilization optimization, and elimination of non-productive activities
Define and execute learner-centric onboarding and upskilling strategies for global agent populations
Partner with business leaders to anticipate training needs for new launches and evolving workflows
Coordinate training content development and deployment through LMS platforms at scale
Monitor training effectiveness using KPIs such as CSAT, Quality, SLA adherence, and ramp time
Partner with quality teams to connect insights to remediation training and continuous improvement
Manage relationships with global vendors and service delivery partners in outsourced environments
Lead vendor onboarding, performance reviews, and business reviews aligned to SLAs and PRDs
Influence cross-functional and multicultural stakeholders without authority to drive outcomes
Balance business objectives and operational realities while leading change with empathy
Define, track, and communicate operational metrics and dashboards
Analyze trends in operational performance and recommend data-driven improvements
Partner with tooling and automation teams to inform roadmap decisions and execution
Drive end-to-end customer experience improvements across policies, workflows, and operations
Qualification
Required
7+ years of experience in customer- or client-facing roles
5+ years of experience managing operations or programs
5+ years of experience in outsourced or managed services environments (BPO/shared services)
Bachelor's degree in Education, Instructional Design, or a related field, or equivalent practical experience
Experience developing and deploying training programs for third-party partners
Preferred
Experience using LMS platforms to deploy training at scale
Strong background in customer support or sales enablement operations
Proven ability to influence without authority and collaborate with executive stakeholders
Experience driving CX, quality, and training transformations in global environments
Familiarity with AI-enabled or automated support processes
Benefits
Comprehensive healthcare coverage (medical, dental, and vision plans)
Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity)
401(k) retirement savings
Life & disability insurance
An employee assistance program
Legal support
Auto, home insurance
Pet insurance
Employee discounts with preferred vendors
Company
Russell Tobin
Russell Tobin is a staffing and recruiting company that provides recruitment and staffing advisory services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
John Woronowich, JD
Vice President - Search, Staffing & Embedded Partnerships
Ashley Steger
Director of Talent Acquisition and People Operations- Embedded Partnerships
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