We are seeking an experienced Senior Manager – Mapping Operations to lead large-scale, high-performance operations in a fast-paced and rapidly evolving environment. The role will be responsible for driving operational excellence, achieving business objectives, developing high-performing teams, and maintaining strong client relationships. The team focuses on keeping Maps data current and accurate by addressing issues submitted by end users and validating location results from user queries across Search and Maps interfaces. The ideal candidate will bring strong experience in international operations, large-scale production management, client/account management, continuous improvement, and team leadership.
Key Responsibilities:
Establish and maintain strong professional relationships with clients, distributors, vendors, and key stakeholders to ensure high levels of service and client satisfaction.
Lead operational teams and drive business objectives, operational excellence, productivity, quality, and overall performance.
Oversee the implementation of effective business practices, processes, and operational strategies.
Partner with Service Delivery teams and senior leadership to identify opportunities for business growth and expansion within existing accounts.
Develop and execute strategic and tactical goals, including revenue, cost, productivity, quality, and operational targets.
Manage day-to-day account and operations management activities, including strategic planning and execution.
Serve as a key point of contact for client relationships, ensuring expectations are clearly understood and consistently delivered.
Work closely with senior management, client representatives, and cross-functional stakeholders to implement effective strategies, solutions, and policies.
Monitor employee performance, productivity, quality, and operational KPIs and drive corrective actions where required.
Lead and develop large teams of associates and managers, building a high-performance and collaborative work culture.
Facilitate collaboration across departments and ensure alignment between operational execution and broader organizational objectives.
Establish management protocols, governance mechanisms, and accountability frameworks to ensure timely and effective execution of business strategies.
Identify operational risks and opportunities and implement appropriate mitigation and improvement plans.
Drive continuous improvement initiatives using methodologies such as Lean, Six Sigma, Kaizen, and DMAIC.Leverage technology, data, and analytical insights to improve workflow, productivity, quality, and customer outcomes.
Support key strategic initiatives and partnerships that contribute to business and operational goals.
Required Qualifications:- 12+ years of management experience in a fast-paced and rapidly changing operations environment.
- Bachelor's degree in Business, Sales, Operations, or a closely related field, or an equivalent combination of education and directly related professional experience.(MBA preferred)
- Proven experience managing large-scale operations and high-performance teams of associates and managers.
- Prior experience leading international operations.
- Strong experience in production operations, preferably within a contact center, customer operations, data operations, or similar large-scale environment.
- Demonstrated experience in client/account management and executive stakeholder engagement.
- Strong knowledge of Lean, Six Sigma, Kaizen, DMAIC, and continuous improvement methodologies.
- Strong understanding of workflow management, operational processes, productivity management, and performance metrics.
- Strong analytical and problem-solving capabilities with the ability to make data-driven decisions.
- Familiarity with technical systems and technologies used to manage large-scale operational workflows.
- Excellent written and verbal communication skills.
- Strong leadership, people management, coaching, and employee development capabilities.
Preferred Skills:
Experience managing geographically distributed or international teams.
Experience supporting large enterprise clients and complex accounts.
Strong understanding of operational KPIs, SLAs, quality metrics, productivity, and workforce performance.
Experience driving process transformation and operational improvement initiatives.
Ability to work effectively with senior executives, clients, and cross-functional stakeholders.
Strong business acumen with the ability to connect operational performance with business objectives.
Work Location Requirement:
This is a fully onsite position based in Bothell, WA. Only candidates who are local to the Bothell/Seattle, WA area and able to work onsite will be considered.
Work Authorization:
Candidates must be legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
