WHAT DOES AN OPS MANAGER DO?

Published: Dec 11, 2025 - The Ops Manager owns regional operational metrics, leads process standardization across locations, and ensures a strong supply status to deliver operational excellence and an outstanding customer experience. This role involves analyzing performance data, developing strategic and analytical frameworks, and driving continuous improvement initiatives that align operations with broader business priorities. The Manager also manages and mentors the operations team, sources new partner opportunities, and supports decision-making through rigorous reporting and data-driven insights.

A Review of Professional Skills and Functions for Ops Manager

1. Ops Manager Duties

  • Growth Strategy: Drive product growth across targeted regions without referencing specific countries.
  • Marketing Collaboration: Collaborate with the growth operations team to implement strategic marketing tactics.
  • Content Operations: Coordinate with the community operations team to enhance the supply of high-quality content.
  • Partnership Development: Identify potential partners to support long-term business development initiatives.
  • Client Relations: Develop strong and sustainable client relationships across relevant sectors.
  • External Communication: Maintain ongoing communication with external partners, including education-focused organisations, influencer networks, and publishers.
  • Market Research: Conduct continuous market research to stay aligned with industry trends and shifts.
  • Market Analysis: Analyse market insights to refine strategic direction and operational priorities.
  • Growth Optimization: Recommend adjustments to growth initiatives based on emerging opportunities or risks.
  • Market Positioning: Strengthen overall market positioning by integrating data-driven insights into decision-making.

2. Ops Manager Details

  • Fulfillment Management: Manage in-house inbound and outbound fulfillment operations and personnel.
  • Quality Control: Ensure all goods are cleared through internal QC, tagging, and receiving processes in a timely and efficient manner.
  • Supply Coordination: Coordinate with the supply chain team to ensure seamless inbound and outbound inventory movement.
  • KPI Development: Develop and implement KPIs to measure warehouse efficiency.
  • Vendor Management: Manage vendor relationships with shipping partners.
  • Inventory Control: Manage inventory to ensure timely and correct order fulfillment, minimize backorders, and promote inventory turns.
  • Workflow Optimization: Utilize key metrics to improve, manage, and maintain an efficient workflow of product, raw materials, and staffing demands.
  • Safety Compliance: Exceed industry safety standards at all times.
  • Strategy Development: Develop, implement, and manage a comprehensive fulfillment strategy for the facility by shaping requirements, assessing deliverables, and utilizing resources to eliminate process pain points.
  • Operational Improvement: Strengthen operational performance by driving consistency, accuracy, and continuous improvement across all fulfillment activities.

3. Ops Manager Responsibilities

  • Team Leadership: Lead and manage the operational team responsible for various locations and the day-to-day delivery of the business, providing training, mentoring, and upskilling to support improvement.
  • Safety Training: Ensure health and safety by delivering effective training for all team members using available training platforms.
  • Customer Satisfaction: Deliver strong customer satisfaction by leading the customer service team and ensuring the highest level of customer experience.
  • Asset Management: Manage assets by ensuring all assets are safe to operate and overseeing the procurement of new operational assets.
  • Performance Tracking: Track operational performance and identify areas for improvement.
  • Business Development: Drive business development by working on projects such as finding and launching new locations, products, and services across different regions.
  • Strategy Execution: Develop and deliver business strategy as part of the management team, collaborating with leadership to design and execute the long-term strategy for the organisation.
  • Sustainable Operations: Place sustainability at the core of operations to ensure efforts protect and enhance the environments in which the business operates.
  • Stakeholder Management: Manage a range of key stakeholders for the organisation.
  • PR Coordination: Work with the marketing department to deliver the PR and events programme.
  • Operational Alignment: Support operational growth by ensuring alignment between strategic goals and execution plans.
  • Continuous Improvement: Implement continuous improvements that strengthen overall business performance.

4. Ops Manager Job Summary

  • Process Development: Work collaboratively with managers across the business to define operational processes and ensure training is provided to all staff.
  • Communication Management: Maintain clear communications and processes to ensure smooth implementation of client programmes.
  • Team Resourcing: Ensure the accounts team is adequately resourced and structured.
  • Workflow Supervision: Plan, direct, supervise, and evaluate workflow across the teams.
  • Productivity Improvement: Improve processes, procedures, and productivity based on statistics and observations.
  • Reporting Accuracy: Ensure reporting is accurate and completed on time, and the highest quality customer service is delivered efficiently.
  • Deadline Management: Responsible for ensuring the team works towards and meets deadlines.
  • Tech Utilisation: Utilize technology to drive efficiencies within the team.
  • Facilitator Reporting: Report on utilisation of facilitators.
  • Programme Coordination: Liaise with the Head of Facilitation to ensure any programme changes are implemented correctly.
  • Client Request Management: Ensure all client requests are managed on time and to a high level of quality.
  • Team Coaching: Coach, develop, and train existing team members to higher performance.
  • Data Evaluation: Evaluate processes, client data, and trends to identify process improvements.
  • Project Oversight: Oversee projects and process improvements through to implementation.
  • Issue Resolution: Provide recommendations to reduce or eliminate issues that impact overall service quality.
  • Process Management: Manage and improve existing internal processes.

5. Ops Manager Accountabilities

  • Process Development: Develop, establish, and document scalable processes and KPIs for the successful operation of satellite coworking spaces.
  • Operational Optimization: Optimize the sustainable operation of satellite coworking spaces in the Rhine-Neckar metropolitan region by creating standards and identifying synergies.
  • Sustainability Strategy: Establish and implement the 1000 Satellites sustainability strategy to ensure an ecologically and socially balanced and financially profitable operation.
  • Community Support: Support and actively cooperate with the community managers of the 1000 Satellites Coworking Spaces.
  • Capacity Planning: Plan and monitor operational capacity throughout the satellite network.
  • Workspace Compliance: Ensure a workplace-compliant, user-oriented, and inspiring work environment in coordination with expansion when building new satellite coworking spaces and adapting existing ones.
  • Service Coordination: Coordinate and monitor centralized services such as facility management, cleaning, and catering concepts.
  • Service Design: Design uniform services and processes in community management in close cooperation with in-house sales.
  • Development Planning: Create an internal development plan.

6. Ops Manager Functions

  • Scheduling Management: Manage project tasks to optimize client service and team members’ schedules on a daily and weekly basis, including the use of the Asana platform.
  • Calendar Coordination: Manage calendars for day-to-day activities and days ahead by inputting or revising showing appointments, agent previews, listing and buyer presentations, attendance at home inspections, and more.
  • Calendar Review: Coordinate daily calendar reviews and maintain open dialogue with the team regarding relevant changes.
  • Appointment Preparation: Collaborate with the team’s listing coordinator and marketing manager to gather required appointment materials, confirm listing dates and pre- or post-listing activities, and ensure all are accurately reflected in the calendar with materials ready for agents.
  • Client Communication: Send listings, home inspections, floor plans, sales histories, and general information to clients via email.
  • CRM Support: Assist with CRM by inputting, updating, and tracking client information.
  • Response Management: Relay client responses to the team and ensure all emails and requests are fulfilled promptly.
  • Conflict Anticipation: Take ownership and accountability of scheduling, anticipate conflicts, and understand the city to optimize daily schedules for efficient time management.

7. Engineering Ops Manager Job Description

  • Process Improvement: Participate in the development or improvement of tools and processes to increase efficiency.
  • Training Support: Participate in training development.
  • Data Analysis: Collect, analyze, and consolidate metrics data.
  • Budget Preparation: Compile and organize budget and project information needed to develop budgets.
  • Expense Tracking: Participate in the tracking and compiling of engineering expenses and timelines against budgets.
  • Report Creation: Participate in creating budget reports quarterly.

8. Ops Manager Overview

  • Installation Management: Manage the end-to-end installation and maintenance process for Access Points products.
  • Service Execution: Execute service roll-out on time.
  • Process Improvement: Drive continuous improvement projects in installation and maintenance processes, as well as cost reduction.
  • Provider Monitoring: Monitor the performance of service providers, such as installation and maintenance partners and internet service providers, and escalate issues on demand.
  • Experience Optimization: Identify through analysis and execute opportunities to improve customer experience and performance, including raising the bar for hardware uptime.
  • Strategic Projects: Lead and participate in strategic projects, including new product and feature launches, process improvements, and geographic expansion.
  • Operations Partnership: Partner with global Technical Operations Program Managers to innovate on behalf of the business and develop best practices.
  • Material Development: Develop materials for service providers and host partners.
  • KPI Reporting: Report on daily, weekly, and monthly KPIs and projects to senior leadership.
  • Change Enablement: Promote and develop an environment that is receptive and adaptable to business change.

9. Ops Manager Details and Accountabilities

  • Operations Management: Plan, manage, and control all aspects of the operation and provide the highest level of service at the lowest cost.
  • Site Coordination: Coordinate, manage, and monitor the work at the site.
  • Executive Liaison: Serve as the liaison to the General Manager and implement and manage operational plans.
  • Budget Control: Prepare and control operational budgets and control inventory.
  • Financial Strategy: Plan effective strategies for the financial well-being of the site.
  • Staff Management: Be proactive in the recruitment and training process, establish organizational structures, establish work schedules, supervise staff, and evaluate and monitor staff performance to ensure required productivity levels and organizational objectives are met.
  • Performance Standards: Maintain and implement plans to establish productivity, safety standards, quality, cost control, and employee morale.
  • Process Improvement: Review, analyze, modify, and implement efficient and effective department processes, policies, and procedures.
  • Safety Compliance: Ensure a safe working environment through consistent practice of safety programs and procedures.

10. Operations Manager Tasks

  • Sales Strategy: Develop and execute integrated sales, relationship, and credit strategies that are aligned with the business plan to achieve desired revenue, expense, and service goals.
  • Team Leadership: Set expectations for branch staff, fostering an environment in which team members work together to achieve all business goals.
  • Portfolio Growth: Build portfolio growth by identifying cross-sell opportunities, coaching the team to deepen relationships, and increasing client acquisition.
  • Production Management: Drive individual production goals with target clients and outbound sales activities.
  • Partner Integration: Integrate segment partners such as Commercial and Small Business, Home Lending, Financial Advisors, and Citigold into the branch to drive sales.
  • Staffing Optimization: Leverage workforce planning tools to optimize staffing in branches and ensure exceptional client service.
  • Operational Compliance: Conduct daily proof processes to ensure operational compliance and investigate and mitigate controllable losses among branch staff.
  • Outbound Engagement: Drive outbound sales activities to create market representation and build partnerships with local businesses, banks, and leaders.
  • Staff Management: Conduct the hiring process and coordinate performance management, compensation, communication, and employee evaluation of branch staff.

11. Operations Manager Roles

  • Scheduling Oversight: Oversee scheduling processes to enhance utilisation by collaborating with the rota lead to support smooth shift coverage.
  • Recruitment Management: Manage recruitment activities to maintain appropriate staffing levels within the service environment.
  • Performance Compliance: Monitor and drive performance against contractual expectations to ensure full compliance with required quality standards.
  • Risk Mitigation: Support continuous improvement by identifying risks and ensuring corrective actions are implemented promptly.
  • Team Collaboration: Maintain productive working relationships with internal teams to promote effective communication and operational alignment.
  • Partner Engagement: Engage with external partners to ensure cohesive service delivery and shared understanding of priorities.
  • Workflow Coordination: Work closely with frontline departments to strengthen collaborative pathways and improve overall workflow.

12. Operations Manager Additional Details

  • Performance Management: Manage the performance of salaried employees and hourly paid employees under responsibility, resolve performance issues, and ensure compliance with policies and procedures.
  • Client Alignment: Collaborate with senior management and customers to determine their needs and expectations and operate the account to meet those demands.
  • Client Communication: Communicate and coordinate regularly with the customer and serve as the main point of contact.
  • Financial Analysis: Analyze weekly and monthly P&L statements to determine account profitability and provide financial data and weekly operations reports to senior management.
  • Financial Administration: Be responsible for accounts payable, vendor quotes for purchased materials, and customer invoicing.
  • Safety Compliance: Hold Safety and Security meetings, provide safety training, and ensure compliance with safety regulations.
  • Operational Oversight: Provide oversight for additional areas, including inventory and the dock.

13. Operations Manager Essential Functions

  • Stakeholder Collaboration: Collaborate with internal and external customers and partners to balance business needs and objectives.
  • Strategy Development: Develop and implement strategies related to the forward progression of site strategy and talent development.
  • Production Leadership: Lead all aspects of the production schedule while increasing production capacity through debottlenecking processes and optimizing systems.
  • Team Management: Manage a team of 4–6 supervisors and 50+ manufacturing technicians while handling day-to-day operations and ensuring departmental commitments and results are achieved to meet company objectives.
  • Performance Coaching: Establish departmental and individual expectations, mentor direct reports in the performance of their duties, complete performance reviews, and provide feedback to the team.
  • Compliance Culture: Encourage and implement a culture of compliance regarding Safety, EH&S, and Quality standards as required by cGMPs, government agencies, and company standards and policies.
  • Audit Support: Support all site audits and inspections.
  • Resource Allocation: Ensure adequate resources are dedicated to correcting critical issues via personal involvement, delegated resources, and appropriate escalation, often in collaboration with other departments.

14. Operations Manager Role Purpose

  • Performance Management: Responsible for the performance management of the team through individual performance plans, setting objectives, and conducting regular reviews.
  • Team Development: Develop a high-performing team culture through regular communication, coaching, team building, and performance management.
  • Skills Tracking: Maintain an up-to-date skills matrix to ensure the training needs of individuals and the team are met.
  • HR Compliance: Apply formal HR processes to address cases of poor or inappropriate conduct, including DC&G, Health and Safety, and sickness.
  • Fair Management: Apply principles of equality and diversity in managing people fairly.
  • Performance Recognition: Recognize exceptional performance and champion local incentive schemes and reward activities as they apply.
  • Capacity Planning: Own the team capacity planning and forecasting, both short and long term, to enable effective manpower and resourcing requirements.
  • Error Analysis: Identify and analyze errors, complaints, and loss trends to ensure processes follow best practices and defects are minimized.
  • Corrective Action: Implement corrective measures that address recurring issues and strengthen overall operational performance.
  • Continuous Improvement: Support continuous improvement by ensuring all team practices align with organizational standards and expectations.

15. Ops Manager General Responsibilities

  • Operations Leadership: Lead and direct Airport Operations employees in matters concerning airport operations.
  • Operational Efficiency: Ensure airport operations functions operate at maximum productivity and efficiency, and that airport operations tools and equipment are in proper working condition.
  • Stakeholder Coordination: Manage relationships with other Operations Managers, supervisors in other company divisions, and airport staff to ensure the successful coordination of day-to-day airport operations work.
  • Resource Planning: Manage daily planning and scheduling of people, equipment, and resources, resolve questions and conflicts, and set and communicate the approach for resolving large-scale irregular operations such as delayed flights, severe weather, or natural disasters.
  • Policy Compliance: Communicate to employees and ensure they maintain working knowledge of policies, procedures, and service standards, as well as the use of standard tools and systems, and ensure policies and procedures are adhered to and enforced while maintaining the highest level of safety and guest service standards.
  • Employee Support: Resolve employee issues escalated by Leads and Chiefs in close coordination with Employee Support managers, and manage compliance and regulatory reporting and follow-up with employees, including investigations, on-the-job injuries, and drug and alcohol testing.
  • Guest Relations: Serve as an escalation point of contact in matters requiring additional guest service or intervention, maintain a professional relationship with HA guests, including travel agents, and assist direct sales and guests with special needs.

16. Ops Manager Key Accountabilities

  • Operational Metrics: Be the owner of the operational metrics for the region.
  • Supply Excellence: Understand, deep-dive, have under control, and improve the supply status to ensure delivery of operational excellence and great customer experience.
  • Opportunity Evaluation: Evaluate strategic opportunities, performing a broad range of quantitative and qualitative analyses.
  • Process Standardization: Implement, standardize, and execute processes across all locations.
  • Global Improvement: Contribute toward the continuous improvement of global operations through out-of-the-box thinking.
  • Team Management: Manage the operations team and hire, train, and mentor them.
  • Business Analysis: Maintain and analyze business reports and information to aid in the basic decision-making process of supply chain operational needs, including daily, weekly, and monthly reports indicating full operational status concerning the flow.
  • Lead Sourcing: Identify channels to source new leads and potential partners through both online and offline mediums.
  • Metrics Analysis: Analyze daily and weekly operation metrics with a macro view of the long-term success of the area.
  • Analytical Modeling: Develop analytical frameworks and models for the area and the broader region.
  • Team Collaboration: Actively collaborate with colleagues and learn from each other in a supportive environment that allows growth and development.
  • Operational Impact: Make meaningful contributions that drive impact across operational functions.
  • Optimization Support: Support ongoing optimization initiatives by leveraging data-driven insights.
  • Strategic Alignment: Ensure alignment between operational goals and overall strategic priorities.
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