Operations Associate IV - Ticketing

Job Title: Operations Associate IV

Location: Remote. CA or NY preferred.

Duration: Contract - 11 months

Pay Range: $50/hr $54/hr (W2)

Job ID: 373331

Openings: 2 positions

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a People Service Delivery Lead to join our dynamic team. The ideal candidate will have strong experience in service delivery governance, complex case management, supplier oversight, and AI-enabled operational improvement and a proven ability to drive measurable gains in service quality, speed, efficiency, and employee experience.

Responsibilities:

• Own complex case management and processes requiring advanced domain expertise, judgment, and structured troubleshooting.
• Lead service governance and monitoring, supplier oversight, operational performance reviews, escalation management, and process or technology improvements across large functional areas.
• Drive AI-enabled improvements, including use cases for automation, workflow optimization, knowledge management, and case deflection with balanced focus on care and quality.
• Use creativity and data-driven thinking to simplify employee journeys and eliminate recurring friction points.
• Facilitate global connection between regions for consistent follow-the-sun execution through partnerships, change management, reporting, and forecasting.
• Partner cross-functionally to solve end-to-end operational challenges with discretion and professionalism.
• Develop and maintain SOPs, playbooks, and governance routines, and provide training or mentoring within scope.
• Perform user acceptance testing for system enhancements and bug fixes to ensure operational readiness.
• Adapt to shifting priorities and focus effort where impact is greatest.
• Continuously upskill across domains, tools, and emerging AI capabilities to strengthen operational excellence and influence.

Required Skills & Qualifications:

• 6+ years overseeing one or more service delivery functions such as onboarding, offboarding, payroll, learning, benefits, or transfers.
• Ability to navigate competing priorities and execute in ambiguity in fast-changing environments.
• Proven root cause analysis with measurable outcomes across quality, speed, cost, and employee experience.
• Strong communication skills, including simplifying complex topics and influencing stakeholders across levels.
• Experience operating independently while supporting scalable operations strategy, planning, and execution during change.
• Experience collaborating and gaining alignment within a matrixed, cross-functional environment.
• Experience driving transformational change across process, technology, and stakeholder groups.
• Demonstrated interest in AI adoption and continuous improvement with a track record of reducing manual effort through automation, tooling, standardization, or process redesign.
• Experience level: 8-10 years preferred.

Preferred Skills:

• Supplier or vendor performance oversight and governance routines.
• Application of AI tools and automation in operations, including knowledge workflows, case triage support, quality monitoring, and reporting automation.
• Knowledge of technology or software industry business models and core processes.
• Bachelor's degree in business, operations, HR, consulting, or equivalent experience.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.

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