About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.

We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 

Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

We are looking for an External Operations Manager to join our Member Services Team on a permanent basis. You will play a crucial role in overseeing and enhancing the performance and accountability of our external operations, managing one or multiple outsourced partners with a total of over 200 external phone agents. Your leadership will ensure that all activities align with organisational objectives and exceed those key performance goals.

This role requires a proactive approach to performance management, holding monthly QBRs, and setting clear goals, while maintaining strong relationships. You will be required to attend the office for in-person collaboration as needed and international travel may be required quarterly or as appropriate. 

What you will do

Vendor Relations:

• Establish and nurture constructive relationships with outsourced vendors to ensure seamless operations.

• Regularly evaluate vendor performance and identify areas for improvement.

Driving Performance Excellence:

• Implement best practices to maximise the efficiency and effectiveness of outsourced operations.

• Ensure that operations adhere to company policies and industry regulations.

Performance Management and Accountability:

• Develop and enforce performance metrics to assess and improve vendor performance.

• Conduct monthly QBRs to set clear goals and foster team accountability.

• Provide ongoing feedback and coaching to vendors, supporting their growth and performance.

Communication and Collaboration:

• Facilitate effective communication between internal teams and external partners.

• Work collaboratively with stakeholders to ensure strategic alignment and meet operational goals.

Project Management:

• Lead initiatives related to outsourced operations, including testing and process improvements.

• Manage timelines and deliverables to ensure the successful completion of projects aligned with strategic objectives.

Workforce Management:

• Oversee workforce management strategies to ensure optimal staff allocation and resource utilisation.

• Implement scheduling practices to meet demand and service level agreements effectively.

• Ensure service levels meet or exceed agreements and company standards.

• Oversee scheduling to optimise resource allocation and consistently fulfil service level agreements.

Who you are

• You have a proven track record of success and career progression. 

• You have at least 5 years of experience in managing operations within a contact centre environment.

• You have strong negotiation, communication, and interpersonal skills.

• You have demonstrated experience in project management and process improvement.

• You have the ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, colour, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, civil status, family status, membership of the Traveller community, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability and require a reasonable accommodation or adjustment to support you during the interview process, please notify the recruiter.

All job offers are contingent on a background check screen that complies with applicable law.  

Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.