Operations Manager in Manchester

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

What We Offer: At TaskUs, we prioritise our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Responsibilities:

• Ensure the Emergency Response Team (ERT) consistently meets operational KPIs, incident response times, and safety benchmarks.
• Create innovative processes and strategies that empower each team member to perform at their best in high-pressure situations.
• Be visible and approachable—walk the floor, connect with your team, provide coaching, and make them feel valued.
• Identify each teammate's strengths and areas for growth, assigning tasks that challenge them while showcasing their talents.
• Manage, mentor, and develop team members to ensure long-term growth and operational excellence.
• Coordinate with cross-functional teams (Safety, Operations, Engineering) to handle incidents efficiently and safely.
• Develop, implement, and continuously improve emergency protocols, incident response playbooks, and readiness drills.
• Monitor and analyse metrics, using data to drive decisions, optimise workflows, and improve performance.
• Develop, maintain and improve Emergency Response Team procedures, incident command protocols, and escalation frameworks.
• Manage ERT staffing, deployment planning, and resource readiness including field units, support vehicles, and on-call rotations.
• Coordinate responses to incidents involving autonomous vehicles (mechanical, software, environmental) and ensure proper escalation, root-cause review, and mitigation.
• Partner with Safety, Operations, Legal, Communications, and Engineering teams to ensure incident handling aligns with regulatory, compliance, and company standards.
• Monitor and report on operational metrics (e.g., incident response time, de-escalation rate, repeat incident reduction) and drive continuous improvement initiatives.
• Oversee training, simulation exercises, and readiness drills for ERT members and partner vendors.
• Develop contingency and business continuity plans for high-impact scenarios and support expansion into new markets.
• Ensure vendor and partner performance meets safety, quality, and cost standards.
• Manage department budget, staffing forecasts, and vendor contracts tied to emergency operations.

Qualifications:

• Bachelor's degree in Engineering, Safety, Operational Management, or related field; or equivalent experience.
• 1+ years of operations management experience, preferably in high-stakes or safety-critical environments (e.g., transportation, automotive, aviation).
• Valid Driving licence for 3 years.
• Proven track record of incident management, crisis response or emergency operations leadership.
• Experience working cross-functionally with engineering, safety, operations and regulatory teams.
• Excellent analytical skills; able to use data and metrics to drive decision-making and process improvement.
• Strong verbal and written communication skills, capable of influencing senior leadership and guiding multi-disciplinary teams.
• Comfortable with travel and field deployment as required (within or outside market region).
• Ability to thrive in a fast-paced, evolving environment and adapt quickly to change.

Benefits: Private Medical Insurance (PMI) through BUPA, Dental through BUPA, Life through Canada Life, Income Protection through Canada Life, Pension through Aviva.