Operations Manager – Remote (Salem, VA)

About the role

Kelly is seeking an Operations Manager to lead its Business Process Outsourcing (BPO) team. The role is fully remote and supports both full‑time and part‑time staff, partnering with senior leadership to ensure program success, client satisfaction, and operational excellence.

Key responsibilities

• Manage overall account and Statement of Work (SOW) responsibilities.
• Plan, coordinate, and supervise program employees, estimating staffing needs and assigning work.
• Provide guidance to employees on daily problem solving and act as liaison with customers and senior managers.
• Oversee recruitment, onboarding, SOW renewals, terminations, and annual performance reviews.
• Maintain monthly quality reports, validate billing, and contribute to quarterly business reviews.
• Approve weekend and overtime work, update metrics, and ensure accurate documentation.
• Support day‑to‑day activities such as price quoting, order entry, weekly customer reports, case management in Salesforce, and material requests.

Required profile

• High school diploma required; BA/BS preferred.
• Previous staffing or BPO experience is a plus.
• Strong organizational and customer‑service orientation.
• Ability to thrive in a fast‑paced, evolving environment.

Required skills

• Proficiency with Microsoft Office suite – Word, Excel (advanced), Outlook, and SharePoint.
• Experience using Salesforce for case management.