SENIOR OPERATIONS MANAGER DELIVERY & ACTIVATION

Responsibilities

The Senior Operations Manager will lead implementation, quality, capacity, and financial performance to scale operations and ensure reliable service delivery. They are responsible for managing functional leads, optimizing workflows using technology and AI, and driving process improvements to meet performance targets.

Requirements

Candidates must have 7+ years of experience leading high-volume service operations and scaling growing businesses. Proficiency in operational technology, AI tools, financial metrics, and compliance-sensitive environments is required.

Skills

• Operations management
• Process improvement
• Team leadership
• Strategic planning
• Data analysis
• Project management
• AI tools proficiency
• Compliance management
• Financial performance management
• Capacity planning
• Change management
• Performance metrics
• Workflow optimization
• Client success
• Quality assurance

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Profit sharing
• Short-term disability
• Long-term disability
• Life insurance
• Flex time

About this role

Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Parental leave
Vision insurance
Senior Operations Manager, Delivery & Activation

KENTECH Consulting Inc. is an award-winning background screening and investigative technology company. We created eKnowID, the first consumer background checking system of its kind, and ClarityIQ, a high-tech/high-touch investigative case management platform. We serve public sector, law enforcement, healthcare, and higher education clients nationwide.

Our mission

We're on a mission to help the world make clear and informed hiring decisions.

Our values

Our team exhibits the behaviors and core values aligned with that mission (ekentech.com/core-values):

People Focused — We are client focused and results-driven.
Growth Minded — We believe in collaborative learning and industry best practices to deliver excellence.
Fact Finders — We are passionate investigators for discovery and truth.
Community Partnerships — We believe there is no greater power for transformation than delivering on what communities and employees care about.
Impact

We are an agile, growing business building the next evolution of background investigations. We need a hands-on operations leader who has helped scale a growing business, knows how to make progress without a large corporate infrastructure, and takes ownership from problem to solution. You will dig into details, strengthen processes, and use technology thoughtfully to make operations more reliable and efficient. Your impact spans activating the contracts we win, sustaining excellent service delivery, and helping KENTECH Consulting Inc. grow.

Position Overview

KENTECH is growing across public sector, healthcare, and higher education. We need a resourceful, hands-on leader who can scale operations, develop accountable teams, and translate new business into reliable, high-quality delivery and long-term client growth. You will lead implementation, quality, capacity, financial performance, and process improvement, using existing systems and technology, including AI tools, to improve results. This is an ownership role, not an oversight-only position.

Core responsibilities & performance targets

Launch & activation | 50% shorter time from contract authorization to first order

Own the transition from signed agreement to launch and stable delivery. Coordinate discovery, configuration, implementation, internal owners, milestones, dependencies, and blockers. You will partner with Client Success, the owner of the commercial partnership. Confirm billing contacts, invoicing terms, and reporting before go-live.

Delivery & client outcomes | 98% on-time delivery

Direct Investigations, Verifications, Audit, Criminal Research, and Operations Support through functional leads. Own client service levels, file quality, backlogs, turnaround, and issue resolution. Investigate root causes, validate corrective actions, and escalate material compliance defects promptly. Preserve Audit’s independent escalation path to the COO. Build Verification’s capacity for growth.

Capacity & cost | 50% reduction in operating costs while increasing service capacity

Forecast demand, allocate workloads, improve throughput, and manage coverage using productivity, utilization, cost per case, COGS, gross margin, and service data. Distinguish genuine headcount needs from process and performance issues. Recommend staffing, contractor, workflow, and technology changes with HR, Finance, and the COO. Measure progress against the 50% cost-reduction target while increasing capacity; establish the baseline and measurement period with leadership.

Systems & management cadence | 100% of applicable company processes documented and usable

Document, review, and optimize applicable operational processes Lumina, KENTECH's internal learning management system; build engaging training resources and validate that others can follow the SOPs. Run weekly operating reviews covering delivery performance, client outcomes, priorities, risks, and corrective actions. Use dashboards, approved AI tools, and existing platforms to improve efficiency while maintaining accuracy, privacy, and compliance. Resolve routine issues and escalate exceptions to the COO.

Required qualifications

Operational scaling and leadership. 7+ years leading deadline-driven, high-volume service operations, including hands-on experience scaling a growing business and managing supervisors or functional leads.
Execution and ownership. Proven ability to personally diagnose bottlenecks, lead launches, make decisions with limited resources, and maintain delivery commitments as priorities change.
Technology and AI proficiency. Demonstrated ability to use AI tools, automation, and operational technology effectively to streamline workflows, analyze performance, solve business problems, and improve service delivery. Able to give specific examples of practical application and measurable results; software development expertise is not required.
Quality and compliance. Experience owning service quality, corrective action, and process controls in a compliance-sensitive or regulated environment; able to learn applicable FCRA requirements quickly.
Financial and capacity management. Working command of operating metrics and P&L drivers, including cost of goods sold, gross margin, productivity, labor utilization, cost per case, and workforce planning; uses the data to improve delivery economics.
Systems and operational discipline. Able to use existing case management platforms and performance data to standardize, improve, and scale workflows, including SOPs and effective knowledge transfer.
Independent, resourceful execution. Effective in a remote, fast-changing environment; investigates unfamiliar issues independently, communicates clearly, and follows through without constant direction.
Confidentiality and judgment. Demonstrated discretion with sensitive client, consumer, employee, and investigative information.
Preferred e...

About Kentech Consulting Inc

Security and Investigations · 51-200 employees · headquartered in Chicago, Illinois · founded 2006