Operations Manager

We are seeking an experienced Operations Manager to oversee and optimize our daily operations, ensuring efficiency, quality, and exceptional client experience. This role will be responsible for managing workflows, coordinating with clients, improving processes, and ensuring seamless service delivery. The ideal candidate has experience in service-based operations, strong problem-solving skills, and a passion for driving operational excellence.

They will be a critical player for carrying out the expansion of our service offering.

Key Responsibilities

Operational efficiency & process improvement

• In coordination with the Director of Argo Visa, streamline and optimize operational processes to improve service delivery, and client satisfaction.
• Develop and track key performance metrics to ensure operational effectiveness.
• Train and manage Customer Success team to implement processes in support of operational excellence

Leading expansion of services

• Spearhead initiatives on expanding Argo’s services beyond the consultation service
• Set up strategy as well as implement the strategy
• Create systems that are set up to scale
• Use customer data (qualitative and quantitative) to inform decision making
• Participate in collaboration opportunities with other Ops leaders across the organization

Customer experience & quality assurance

• Monitor client feedback and implement improvements to enhance the overall customer experience.
• Establish quality control measures to ensure consistent and accurate service.
• Develop and enforce standard operating procedures for client interactions and case handling.
• Monitor customer success team customer interactions.
• Collaborate with Consular Affairs Director to ensure coordination between customer support and visa consultation service providers to deliver the best possible customer experience from beginning to end.

Reporting & Data Analysis

• Analyze operational data to identify trends, inefficiencies, and opportunities for growth.
• Provide regular reports on consultant utilization, client engagement, and overall service performance.
• Use data-driven insights to make informed decisions on process improvements.
• Additional job duties, as assigned

Qualifications & Skills

• Experience: Experience in operations management, preferably in a service-based or online consulting business. Experience in visa services, immigration, or legal services is a plus.
• Tech-Savvy: Experience with CRM systems and workflow automation.
• Strong Analytical Skills: Ability to interpret data, optimize processes, and implement efficiency improvements.
• Leadership & Communication: Strong interpersonal skills to collaborate with consultants, clients, and stakeholders.
• Customer-Centric Mindset: Passion for delivering a high-quality client experience.
• Problem-Solving Ability: Ability to quickly identify challenges and implement practical solutions.
• Project Management Skills: Ability to manage multiple initiatives and meet deadlines in a fast-paced environment.
• Experience with the DS-160, INS Zoom, and other visa processes is a plus

EEO statement

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.