Operations Manager

About this role

Benefits:

• Additional work from home days
• Commuting reimbursement
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

About the role:

The Manager, Operations leads the day-to-day execution of the operations function, ensuring client work moves efficiently and accurately from intake through delivery. This role supervises and develops teams, owns scheduling and capacity, and manages the full lifecycle of client requests and reporting workflows against defined production goals. Operating with a high degree of independence, the Manager balances competing priorities, safeguards quality, and continuously improves how teams deliver work for clients.

Key responsibilities:

Team Leadership & People Management

• Supervise, coach, and develop the analyst team, conducting regular one-on-ones and supporting individual growth.
• Evaluate performance, deliver feedback, and maintain documentation; partner with management and HR to resolve employee-relations matters.
• Participate in onboarding, new-hire orientation, interviewing, hiring, training, and the delegation of work.
• Partners with Director to make recommendations for training schedules to ensure team members are cross trained across varying processes and systems.

Client Request & Workflow Management

• Create and maintain the weekly schedule for the operations department, ensuring bandwidth, accuracy, and client coverage.
• Analyze, categorize, and prioritize incoming correspondence, acting with a high level of independence to determine the appropriate course of action.
• Own the full lifecycle of client requests — intake, tracking, prioritization, and resolution — ensuring timely communication and completion.
• Serve as the primary internal point of contact for request status and workflow updates, coordinating tasks to meet deadlines.
• Partner with the revenue & growth team for expertise and escalation on complex or sensitive client replies.
• Analyze,...