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Job ID / Title:
Manager - Account Management
Job Category:
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Job Description


Sutherland is seeking an attentive and goal-oriented person to join us as an Operations Manager. The Operations Manager will manage the performance of their team from both a quality and operational standpoint while working in the Chesapeake, VA contact center.


We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

An Operations Manager in this role gets to:

Manage the Contact Center Operations: Daily operations management and decision-making with a focus on meeting the Client business objectives as required.

Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and exceed expectations

Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge


Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations

Improve the company: Make recommendations to enhance processes and boost ease and efficiency

Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction



  • Our most successful candidates will have:

    • Three or more years of process transformation experience
    • Three years of contact center operations and management experience
    • Bachelor’s Degree
    • Act with ownership, accountability, and urgency
    • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
    • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
    • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
    • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
    • Excellent working knowledge of MS Office applications
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