Operations Manager (Fully Remote) POST NUMBER: 7563705003
Overview
You will be responsible for day to day operations of the project which includes, but is not limited to, people leadership, new processes implementation, performance management, SLA development, training, critical issue resolution, ongoing workforce planning, business reviews and day-to-day vendor relationship management.
Responsibilities
- Workflow and process management - Develop and consistently meet and report on SLAs. Create SOPs and documentation as needed and ensure they’re updated regularly. Continually optimize workflows for both client and team members. Review team member data, develop QA frameworks and report on team performance and metrics via MBRs/QBRs. Develop and manage project trackers, timelines, and lead cross functional groups to deliver on project objectives.
- Process Improvement - Review vendor data, identify workflow process improvement opportunities and drive improvement of vendor performance and SLA compliance.
- Project Management - Manage cross-functional projects and teams by working with business stakeholders across the organization as well as manage multiple projects with competing priorities simultaneously. Develop/manage project trackers, timelines, and lead cross functional groups to deliver on project objectives. Synthesize feedback and communicate progress regularly to stakeholders
- Stakeholder management - Work with a global team of stakeholders to ensure client needs are being met. Synthesize feedback and communicate progress regularly to stakeholders. Intake new workflow requests from stakeholders and collaborate to implement them.
- Team management - Create a clear and organized structure for a global team. Hold regular 1:1s with team members. Develop and implement feedback channels for team members and conduct performance reviews and improvement plans. Ensure the team is adequately staffed at all times, conduct interviews, make hiring decisions and work with recruiters to manage the hiring process. Develop, execute and oversee training programs. Identify, document and mitigate HR issues. Review timesheets and expense reports.
Requirements
- BA/BS degree
- 3 years of people and program management experience with a track record of increasing responsibility
- Exceptional leadership, management, communication and collaboration skills
- Experience in vendor management processes including managing multiple vendors in multi-year contracts and execution of outsourcing projects
- Excellent verbal & written communication skills; ability to effectively communicate with and influence multiple partners and stakeholders
- Outstanding problem-solving, critical thinking and analytical skills and experience in applying project management techniques
- Experience streamlining complex processes and implementing workflows designed to increase efficiency
- Ability to work independently and drive projects to completion with minimal guidance
- Very strong organizational skills with a high attention to detail
- Demonstrated ability to create, analyze and report metrics, including knowledge of intermediate Excel/Google Sheets functions (e.g. vlookups, pivot tables)
- Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions
- Experience creating and presenting business reviews
- Prior experience of having supporting Global clients in a fast changing product environment
Preferred Qualifications
- Excellent problem-solving, critical thinking and analytical skills and experience in applying project management tools
- Proven experience in risk and change management
- Lean/Six Sigma Green/Black Belt with an experience of having a minimum of 2- 3 projects
- Experience in managing Team Leads (or equivalent) and remote team members
- Experience managing creative teams
- Tech savvy and proficient with Google products
- Experience in risk and change management
Work Environment & Schedule
- 40 hours per week.
- Remote work environment.
- Must be available during standard business hours (9:00 to 6:00 PST) and flexible for training coverage as needed.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
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Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
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Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.