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Operations Manager

It's fun to work at a company where people truly believe in what they are doing!

Job Description

The Operations Manager oversees the operational and strategic management of client relationship in a defined geographic area with the primary focus of achieving and surpassing client expectations. This position reports to an Account Director with a dedication towards achieving account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams. Candidates must be located in Boston MA area. This is an onsite position and candidates should be prepared to work in a client office up to 5 days per week.

Responsibilities

• Manage and oversee all assigned locations, personnel, and equipment for clients in a defined geographic area.
• Oversee the Site Managers and potentially other employees at multiple site locations
• Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
• Develop strategies to achieve 100% client satisfaction
• Strategically engage Epiq resources to support proactive solutions and industry trends with clients
• Scheduled / Unscheduled travel to all client locations to monitor account performance
• Ensure monthly report compilation, including accurate billing submittal and invoice processing
• Monthly meeting / touch points with clients in all offices
• Perform Annual end-user survey and Semi-Annual Client survey
• Preparation, presentation, and review of Strategic Business Reviews
• Lead recruiting, developing, and training initiatives to optimize account performance
• Develop account strategies in accordance with overall strategy and business plans
• Proactively provide solutions to the client contact
• Respond to client concerns
• Host recurring Site Manager meetings to train, educate and inform the on-site management team
• Develop positive relationships with client key contacts in each local office
• Ability to function with a high level of patience, tact and diplomacy
• Displays high ethical standard, integrity, work ethic, and loyalty

Requirements

The Compensation range for this role is 90,145 to 110,566 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.