Fulfillment Operations Manager at SOS International LLC

SOSi is seeking a Fulfillment Operations Manager to serve as the frontline operational leader for our customer in New York.

The Fulfillment Operations Manager will be based locally in New York City and will work primarily in the field, dividing time across the busiest boroughs and multiple customer sites. This position is responsible for ensuring daily interpreter coverage, verifying work performance, addressing customer concerns, and providing visible, on-the-ground leadership to interpreters and staff. The Fulfillment Operations Manager also manages scheduling oversight through the WordBridge platform and coordinates closely with the Help Desk Administrator to resolve attendance and service issues in real time.

This role combines field-based supervision, customer relationship management, and operational coordination, directly supporting the Program Manager to ensure seamless contract execution, compliance with requirements, and customer satisfaction.

• Serve as the primary local operations lead, working across boroughs to supervise interpreters, validate attendance, and assess performance in real-world settings.
• Meet regularly with DSS/HRA/DHS program leads at borough offices and service sites to confirm coverage, resolve escalations, and maintain customer satisfaction.
• Manage the WordBridge scheduling and timekeeping platform to oversee shift assignments and confirm that interpreters are properly slotted into open appointments.
• Coordinate with the Help Desk Administrator to ensure real-time response to cancellations, no-shows, and technical issues affecting service delivery.
• Conduct site visits across multiple boroughs to check in with interpreters, provide coaching, and ensure compliance with confidentiality, HIPAA, and DSS/HRA codes of conduct.
• Collaborate with the Resource Operations Manager to align workforce supply (recruitment, testing, certifications) with daily service demand.
• Maintain accurate interpreter records and utilization documentation to support monthly invoicing, compliance reporting, and performance audits.
• Support the Program Manager in preparing reports, attending operational and customer-facing meetings, and implementing corrective actions as needed.
• Implement continuous improvement initiatives, drawing on lessons learned from field interactions to strengthen efficiency, quality, and reliability.

• Bachelor’s degree in business management, public administration, or related field; or equivalent professional experience.
• At least five (5) years of experience in interpretation services.
• Experience in scheduling, fulfillment, or operations for a large-scale, multi-language program preferred.
• Demonstrated ability to manage a geographically dispersed workforce and provide field-based supervision.
• Strong leadership and organizational skills, with the ability to manage shifting priorities and customer expectations.
• Knowledge of interpreter qualification standards, confidentiality requirements, and HIPAA compliance.
• Excellent customer service and relationship management skills, with the ability to represent SOSi directly to agency leadership.
• Proficiency with scheduling/timekeeping platforms (WordBridge or equivalent) and reporting tools.

• Based in New York City, with frequent travel across all five boroughs.
• Works in a hybrid manner: field-based at borough sites and offices, supplemented with home-based work for administrative tasks.
• Requires flexibility to support evenings, weekends, and holidays as needed for continuous operations.
• Daily interaction with interpreters, agency staff, and customers in community and office environments.
• Salary Range: 115 to 125,000.00 annually.