Operations Manager

Job Description

Key Responsibilities

• Lead & Manage the XMO Team: Build and mentor a multi-disciplinary team (UX/UI, data analysts, designers); plan capacity across Build, Transition, Run phases; align roles and deliverables to program timelines.
• Portfolio Management: Maintain a backlog of EX problems and improvement ideas; apply transparent prioritization criteria (criticality, urgency, impact, effort, cost) and drive decisions collaboratively.
• Stakeholder Collaboration: Partner with Product Owners, Regional IT Managers, Cluster Employee Experience Leads, and Support Service leaders; co-create journey maps and solution designs.
• Measurement & Insights: Define EX KPIs/XLAs, instrumentation, and data pipelines; generate insight reports and executive narratives; trigger hyper-care actions post launches based on dashboard signals.
• Experience Design: Drive persona-based, analytics-led UX/UI design for new and existing engagement channels; align with branding and accessibility standards.
• Governance & Communication: Run XMO ceremonies; publish decisions, roadmaps, and release notes; socialize progress through intranet posts, communities, and dashboard broadcast views.
• Risk & Change Management: Identify EX risks during MVP/rollouts; coordinate OCM plans, adoption campaigns, and feedback loops to accelerate stabilization and value realization.

Must-Have Skills

• EX Strategy & Governance: XLAs, EX KPIs, committee facilitation, portfolio decisioning.
• Data & Insights: Building dashboards, defining metrics, deriving actionable insights; familiarity with survey/experience platforms.
• UX/UI Leadership: Persona/Journey design, omni-channel orchestration, accessibility & design systems; guiding designers and researchers.
• Program/Project Management: Agile delivery across Build/Transition/Run, risk management, hyper-care execution.
• Stakeholder Management: Working with Product Owners, Support Service leads, and regional IT leadership to align priorities and decisions.