Omni Interactions is looking for a fully remote Operations Manager - Certification Focused, who will be working as a contractor in Guatemala, to play a crucial role in building the next generation of contractors.

Gig Brand Ambassadors (GBAs) are independent contractors who have specialized skills and represent a particular brand consistently across all channels (email, text, phone, chat, bot). We are reinventing how contract workers are treated—improving earning opportunities while building a community. Contractors are part of a community where they can connect, receive support, and feel a sense of belonging.

We are in search of a strong Delivery Manager who can execute on the client contract, own the entire certification (training) process, quickly learn the client curriculum, bring new ideas to the table to improve throughput, work with other Delivery Managers, and drive incredible graduation rates. In this role, you will learn the client’s training, learning, and delivery strategy and translate it into Omni best practices.

Job Description

• Learn and execute the Omni Delivery Model
• Learn and execute on Omni and client certification strategy, managing content and flow
• Launch the certification strategy of new accounts
• Continuously develop areas of opportunity for improvement in the digital learning process using feedback from client and internal departments
• Engage content team to ensure high-quality content delivered
• Partner with Operational Delivery Team to enroll and graduate certified contractors into production
• Partner with Operational Delivery Manager to oversee contractor communication strategy
• Act as a steward of digital learning methods
• Advocate and uphold best practices
• Work with Operational Delivery Team to understand account success factors (service levels, staffing, reporting, performance)
• Drive the culture of “people-first, blame the process not the person” forward with continuous improvement
• Drive cross-functional success with Shared Services (WFM, Sourcing, Quality, Finance)

Qualifications

• 1-2 of BPO/Contact center experience required
• 1 year of leadership/supervisor experience required
• Great interpersonal skills in a team environment
• Excellent communication skills and leadership presence
• Strong organizational, multi-tasking, troubleshooting, and time management skills
• Experience with Microsoft Applications

Preferred Qualifications

• Training or certification experience in a contact center contractor setting (supporting 1099 contract workers)
• Operations experience in a contact center contractor setting (supporting 1099 contract workers)
• Leadership experience with a distributed workforce (all teams fully remote)
• Experience interacting with clients

Education and Experience:

• BS Degree or equivalent work industry experience

Why Join the Omniverse:

We’re a collection of thinkers and doers who are always looking ahead to what we can do better. We’re always challenging ourselves to reimagine what’s possible. We offer a comprehensive salary + benefits package to attract and retain the top talent to enhance our culture. Here’s an overview of what you’ll get when you join Omni:

• Join a culture of People first, never settling for what was done yesterday, where we challenge the mold
• No egos – join a culture of collaboration
• 100% remote work environment – never go into an office – EVER!
• Type of Work: Contract
• Earnings range: $18-$20 per hour USD

Do you have the vision & drive? Join the Omniverse and change the world!

To join the Omniverse, apply now!

NOTE: Please make sure your resume reflects all the requirements and skills listed in the above description. If your resume does not reflect you have work experience in the requested areas, your application may not be processed. 

Omni is only able to accept applications for this opportunity in Guatemala.