Team Manager - Testing Operations at TSMG

Mountain View, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Business Process Outsourcing, OperationsIndustries

Requirements

Travel readiness: up to 10% (domestic/international)
Education: Bachelor’s degree preferred
Familiarity with CRM systems
Familiarity with MS Excel
Familiarity with PowerPoint
QA/QC exposure

Responsibilities

Drive operational performance in sourcing with focus on lead generation and validation metrics
Manage daily operational targets to ensure consistent delivery
Maintain strong client relationships through structured weekly, fortnightly, and monthly progress reporting
Recruit, onboard, and conduct performance appraisals for internal associates
Ensure full alignment with client policies by updating and disseminating guidelines across the team
Oversee verification and quality of processed cases
Act as checker for critical cases and manage escalation queues
Monitor daily absenteeism and ensure productivity continuity
Allocate workloads based on case complexity and risk
Develop strategies for clean-up activities and process optimization
Validate client/vendor reports and team queries
Collect dashboard requirements and prepare performance review decks
Track daily operations, analyze service delivery, and highlight process variances
Conduct audit reviews, initiate corrective actions, and maintain SLA adherence
Conduct knowledge transfer and product/market training sessions
Handle edge cases and contribute to policy refinement
Lead calibration and quality alignment sessions across reviewers
Share best practices and promote continuous improvement culture
Allocate tasks and workflows, ensuring coverage across sub-processes
Conduct team building, coaching, and performance appraisals
Identify training needs and deliver refresher/process training
Manage attrition, absenteeism, and early warning indicators
Support recruitment and onboarding, including KT sessions for new members
Act as primary contact for internal/external customers for process deliverables
Provide updates, reports, and performance metrics to customers
Resolve customer escalations and gather feedback to feed into improvement loops
Ensure optimal resource utilization via cross-training and buffer planning
Interface with cross-functional teams to secure support and alignment
Lead program delivery ensuring adherence to timelines, quality, and client expectations

Skills

Key technologies and capabilities for this role

Quality AssuranceProcess OptimizationTeam LeadershipPerformance ReportingSLA AdherenceTraining DeliveryClient Relationship ManagementWorkforce ManagementEscalation HandlingAudit Management

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation can I expect for this role?

This information is not specified in the job description.

What skills and tools are required for the Team Manager role?

Familiarity with CRM systems, MS Excel, PowerPoint, and QA/QC exposure are required. A Bachelor’s degree is preferred, and up to 10% travel (domestic/international) is needed.

What is the company culture like for this team?

The role promotes a continuous improvement culture through sharing best practices, team building, coaching, knowledge transfer sessions, and performance appraisals.

What makes a strong candidate for this Team Manager position?

Strong candidates will have experience in operational oversight, team leadership, process optimization, reporting, training, and customer relationship management, along with familiarity with CRM, Excel, and PowerPoint.

TSMG

Specialized data collection for tech companies

About TSMG

TSMG specializes in data collection services, primarily supporting tech companies in Europe and North America. The company manages complex data collection projects, providing comprehensive support that includes recruiting participants and handling logistics. TSMG works with Fortune 500 clients to gather large volumes of accurate and diverse datasets, which are essential for improving AI systems. What sets TSMG apart from its competitors is its ability to assemble and manage high-performing teams, ensuring that projects are executed efficiently and tailored to meet specific client needs. The goal of TSMG is to empower its clients by delivering high-quality data that enhances their operational intelligence.

Warsaw, PolandHeadquarters

2018Year Founded

VENTURE_UNKNOWNCompany Stage

Data & Analytics, Consulting, AI & Machine LearningIndustries

51-200Employees

Risks

Emerging startups offer innovative data solutions at lower costs, threatening TSMG's market share.

Rapid AI advancements may require TSMG to invest in new tools and training.

Stringent data privacy regulations in Europe could increase TSMG's compliance costs.

Differentiation

TSMG offers end-to-end data collection services for Fortune 500 companies.

The company excels in recruiting and managing high-performing teams for complex projects.

TSMG provides tailored solutions by understanding and addressing specific client needs.

Upsides

Growing demand for AI training data boosts TSMG's data collection services.

Remote work expands the talent pool for TSMG's recruitment outsourcing services.

AI integration in travel management enhances service efficiency and personalization.

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