Business Operations Manager

At SPD Technology, we bring together a team of like-minded people who are driven by the desire to bring value through their work, united in their commitment to high performance and delivering custom, cutting-edge tech solutions that drive clients’ growth. We empower our people with a culture of excellence and enable them with the opportunity to uphold their accountability to contribute on each level. We value humanity and collaboration, encourage professional and personal growth, and foster a supportive and flexible work environment where everyone’s contribution is welcomed.

We are looking for a Business Operations Manager to join us as part of our team.

About the role:

The Business Operations Manager (BOM) will lead the day-to-day operations and support the growth of a business unit with over 300 software development specialists across Ukraine and other global locations ensuring client satisfaction, driving engagement, and delivering measurable success.

Embedded in a closely integrated partnership with a key client, the BOM ensures smooth, effective execution of cross-functional initiatives in various domains. The BOM will take ownership of client requests, oversee key administration tasks, coordinate analytical and predictive efforts, and support strategic initiatives. This role is pivotal in building and maintaining relationships with a network of key client stakeholders, empowered to make tactical decisions within their scope of expertise.

By streamlining operations, the BOM enables senior leadership to focus on strategic partnership development. Additionally, the BOM will assume select account management responsibilities, but primarily focusing on operational excellence and seamless coordination of integrated cross-organizational processes.

In collaboration with the HR Business Partner function, the BOM will deliver a high standard of dedicated engineering team service, fostering client satisfaction through accountability, transparency, and adaptability.

As a qualified expert, your responsibilities will include:

Customer Relationship Management:

• Collect and improve the customer relationship status and related KPIs: NPS, CSAT, SLAs, team engagement, etc.
• Collect verbal and written feedback from relevant stakeholders and team members.
• Highlighting zones of growth, initiating improvement plans and engaging proper stakeholders to improve customer experience.
• Manage customer’s request inflow.
• Preparing regular business reviews with customer.

Business Development Support

• Track and report on growth opportunities.
• Work with obstacles preventing the growth (e.g. hiring issues, compliance mismatches).

Business Administration:

• Handle contract management, supporting negotiations, renewals, and compliance.
• Support financial aspects, including budgeting, forecasting, and cost administration.
• Strive on optimization of business processes, cost-effectiveness and application of automation.
• Oversee miscellaneous logistic.
• Plan and support business trips.

Business Continuity

• Own business continuity planning (BCP) and ensure readiness for any operational disruptions (relying on corresponding company services).
• Identify risks affecting the customer’s business (e.g. key talent retention, team disruption) and propose mitigation strategies.
• Collaborate on strategic threats (geopolitical situation, legislation, etc).

Project Management:

• Oversee non-delivery projects executed by IT, HR, Talent Development, Financial and Legal, ensuring they are delivered within the properly set expectations (assistance of additional project/program manager is possible).
• Track project progress, identify delivery risks, and implement mitigation strategies.
• Liaise with internal and external stakeholders to ensure project alignment with business objectives and established global guidelines.
• Report on progress, blockers to corresponding stakeholders (incl. executives).

Team Leadership:

• Engage Business Operation Specialists for the scaled task execution.
• Define, delegate, coordinate and prioritize backlog for the Business Operation Specialists.

Cross-functional Partnership

• Enable HR BP on the BU strategic roadmap and alignment of efforts towards client satisfaction.
• Building-up partnership with the People team to involve in-depth collaboration of them with client organization.
• Align with service leadership team on supporting partnership building initiatives.

Reporting:

• Own the reporting and official communication to the customer.
• Prepare and present operational reports to service team Leadership.
• Facilitate effective communication within the business unit and outside.

Strategic Growth Support:

• Support BU Leadership with the strategic planning and execution of key business initiatives.
• Input insights regarding areas of business extending, strategic opportunities and upselling.

We’re looking for you if you have:

Education:

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred).

Experience:

• 5+ years of experience in business operations, project management, or a related role with direct customer interaction of at least 3 years.
• Proven track record of managing multiple projects and business operations successfully.
• Preferably background in the software development industry with acknowledgement of its key aspects like delivery, outsourcing model.

Skills:

• Accountability for self and others.
• Confident leadership and decision-making abilities.
• Excellent communication and interpersonal skills, respectfulness and attention to details.
• Strong business acumen.
• Great project management and coordination skills
• Excellent organizational and multitasking abilities.
• Proficient in using general software and tools (Google Suite, Jira or similar); Business management software experience (e.g. CRM) would be a plus.
• Financial acumen and solid experience in budgeting and forecasting.

Attributes:

• High level of autonomy and self-motivation.
• Ability to work under pressure and handle multiple focuses simultaneously.
• Proven problem-solving skills and a strategic-oriented mindset.
• Seeking for compromises and “win-win” strategies.
• Desire to make things happen.
• Growth mindset.

What’s in it for You

Reveal great tech solutions

Join the team of individuals who care about what they do and how they do it, and are accountable for the result and high performance. Unleash your potential, tackle new challenges, and be part of a team that values your skills and contributions.

Experience an agile and flexible working environment

Work fully remote or from our office hubs or in a hybrid work model. Enjoy 20 business days of paid vacation, unlimited sick leave, 4 days of emergency leave.

Feel cared about

Prioritize your well-being with a medical insurance yearly budget / financial reimbursement of expenses on medical services outside Ukraine. Get compensation for sports, equipment, massage, and rehabilitation, along with access to our well-being program, corporate loan, and tax and legal support.

Embrace the opportunity for personal and professional growth

Take advantage of individual learning and certification budget, career paths and personal development plans, company-wide tech and cultural events, educational leave, language courses, access to our corporate library, and more.

Embrace the opportunity to innovate with us!