Description
Role Summary
The Business Operations Manager helps ensure the business runs smoothly day-to-day. This role focuses on resolving operational issues, improving workflows, and keeping work moving across the team.
It requires strong judgment, practical problem-solving, and the ability to step into ambiguous situations and move them toward resolution.
This is not a purely administrative position. The role is expected to actively solve problems, improve processes, and reduce unnecessary escalations to leadership.
Why This Role Exists
As WTIWireless continues to grow, leadership — particularly the VP of Sales & Operations — is increasingly pulled into day-to-day operational questions, preventable mistakes, and workflow issues.
This role exists to handle those issues at the appropriate level so leadership can stay focused on strategic priorities while the business runs smoothly day-to-day.
Key Responsibilities
- Serve as the first escalation point for operational issues that would otherwise go to the VP of Sales & Operations
- Manage the customer support team, including performance management, resolving employee issues, coaching team members, and recommending promotions or staffing changes when appropriate
- Work directly with customers to resolve escalated non-technical issues, collaborating with them to reach fair and practical solutions while coordinating with leadership when needed
- Support the operational needs of the sales team by helping resolve workflow issues, coordinating operational requests, and ensuring the processes supporting sales execution run smoothly
- Oversee day-to-day operational workflows across teams, identifying recurring issues, improving processes, and helping prevent problems before they repeat
- Coordinate across teams to resolve operational issues that involve multiple roles or departments
- Ensure operational priorities, commitments, and follow-ups remain on track and do not stall due to confusion, delays, or competing responsibilities
- Help team members think through problems and make sound decisions instead of escalating routine issues upward
Requirements
Qualifications
- 3–7+ years of experience in operations, business coordination, or management
- Strong organizational and prioritization skills
- Comfortable managing multiple workflows and priorities
- Calm, solution-oriented mindset
- Strong written and verbal communication skills
- Process-improvement orientation
- Experience with CRM / ERP / operational systems preferred
- Comfortable making decisions in situations where procedures are unclear or incomplete
Success in This Role Looks Like
Within 6–12 Months
- Leadership experiences fewer operational interruptions
- Day-to-day issues are resolved quickly and effectively
- Recurring mistakes and inefficiencies decline
- Workflows are clearer and more consistent
- Teams demonstrate stronger judgment and execution
