Operations & Engagement Manager

We’re looking for an experienced and detail-oriented Operations & Engagement Manager for our client in Tukwila, Washington to lead the daily operations, team management, and engagement of our IT teams. This position will be onsite (5 days / week) and is a permanent full-time role. Great culture, team, and opportunity for growth!

This role is essential for keeping things running smoothly—from onboarding and project management to performance evaluations and compliance. We need someone who’s organized, proactive, and enjoys working with different teams to make sure everything runs efficiently while keeping our employees happy and motivated. The right person will have a knack for managing people and processes, and will help maintain a positive, collaborative, and high-performing team culture.

1. Operational Duties:

• Conduct regular check-ins and 1:1 meetings with team members to assess performance, address concerns, and keep the team connected.
• Identify training and development opportunities that match team members' strengths and fosters growth.
• Manage performance reviews (annual and 90-day) and provide constructive feedback.
• Send weekly mobile inventory reports and ensure data accuracy.
• Keep the warehouse clean and organized to meet operational needs.
• Regularly visit offsite buildings to ensure the teams are well-equipped and supported.

2. Team Coordination & SLA Management:

• Lead meetings with team leads to discuss operations, challenges, and updates to keep everyone aligned on goals.
• Ensure teams are accurately filling out and maintaining dashboards with consistent data.
• Monitor service level agreements (SLAs) for IT operations and make sure teams meet performance standards.
• Maintain inventory levels for IT operations to ensure smooth, uninterrupted service.
• Work with IT leadership to improve operational processes and come up with new solutions to boost team efficiency.

3. Supplies & Logistics:

• Order and manage Wednesday lunches for the team to keep morale high and encourage collaboration.
• Manage snacks and other supplies for the warehouse and airport teams while sticking to the monthly budget.
• Order essential supplies like stationery and PPE for the IT team.

4. Reporting & Data Management:

• Review weekly performance reports (Tuesday & Thursday) to identify trends, pinpoint issues, and suggest improvements to boost performance.
• Ensure teams are submitting their daily dashboards and reports as needed, offering guidance where required.
• Develop and manage budget plans for client operations to align with financial goals.
• Maintain the centralized repository for performance data and operational metrics to guide future planning.

5. Employee Support & Relations:

• Manage repair and configuration meetings to ensure devices are well-maintained.
• Follow the FIFO method and ensure the full lifecycle of devices, including proper decommissioning.
• Ensure all Statement of Work (SOW) documents are accurate and up-to-date.
• Manage team communication channels (e.g., Teams) to ensure employees have the right access.
• Oversee offboarding, making sure IT assets are returned and system access is revoked.
• Maintain strong relationships with Field Service Managers to ensure client satisfaction.
• Act as the go-to person for employee IT-related questions and provide timely solutions.

6. Cross-Department Collaboration & Continuous Improvement:

• Work closely with other departments (HR, Accounting, etc.) to ensure everyone’s aligned on operational goals.
• Identify opportunities to improve operations and propose actionable strategies to boost team performance.
• Support employee engagement activities, career development, and team-building efforts.
• Stay up-to-date on IT trends and best practices to help drive operational improvements and innovation.

• Proven experience in operations or personnel management, or a similar role.
• Strong organizational and multitasking skills with great attention to detail.
• Ability to manage complex schedules and tasks while meeting deadlines.
• Familiarity with tools like Excel, Smartsheet, and other HR/IT systems, as well as reporting and performance dashboard tools.
• Strong communication skills (both written and verbal) with the ability to engage effectively with team members, stakeholders, and vendors.
• Ability to maintain confidentiality and handle sensitive personnel info with discretion.
• Strong problem-solving skills and a proactive approach to resolving issues.
• Experience managing and coordinating teams in a fast-paced environment.
• Proven ability to collaborate effectively across teams and build positive relationships.

Preferred Qualifications:

• Experience in a similar management role or within a tech-focused company.
• Strong interpersonal skills and ability to collaborate across teams and departments.
• Knowledge of ITIL best practices, project management methodologies, or relevant certifications is a plus.
• Experience working with cross-functional teams to improve operations and achieve excellence.
• Ability to adapt to shifting priorities and manage multiple tasks in a fast-paced environment.