Senior Client Service Operations Manager (Eastern)

🏢 Summary: Full-time Operations Manager role leading a client service delivery team in a legal-tech environment, focused on KPI ownership, team leadership, operational quality, and client experience. The position involves managing specialists, handling escalations, improving workflows, and using data-driven decision making in SLA-driven operations. The role includes health benefits, flexible time off, and an $80k–$100k salary range. 🗂️ Requirements: 4+ years of operations experience, 2+ years of direct team management experience, Experience in service-delivery, legal services, or SLA-driven environments, Experience managing team KPIs and operational improvements, Performance management experience, Excel proficiency, Experience with BI tools, Strong analytical skills, Strong written and verbal communication skills, Availability for full-time in-person work, Availability during business hours with flexibility for escalations 📃 Skills: Excel, Omni, Looker, Slack, Spreadsheets 🏢 Description: ABOUT PROOF Launched in 2018, Proof is a national platform for service of process supporting thousands of law firms across the United States. We connect law firms with process servers and enable electronic court filing through a modern, technology-driven platform — automating document ingestion, compliance, real-time job matching, and integrations with leading legal software. Today, Proof delivers over 60,000 documents per month through a network of ~2,000 contracted process servers. ROLE OVERVIEW The Operations Manager runs a service-delivery team end-to-end — directly managing Specialists, and accountable for the team's KPIs, client experience, and people development. The defining shift from Senior Specialist to Manager is people leadership; everything else in this role is downstream of doing that well. The role is evaluated against Proof's competency framework, organized into three areas: Execution & Quality, Technical Expertise, and Communication & Collaboration. COMPETENCY FRAMEWORK Execution & Quality - Critical Thinking & Problem Solving: Diagnose at the team and workflow level — distinguish one-off issues from systemic ones. Decide under uncertainty and document reasoning so calls are auditable. Own root-cause analysis through to verification. Escalations come with a recommendation. - Inquisitive: Ask why your team's metrics moved, not just whether they hit. Pull threads on weak signals before they become problems. - Proactive: Anticipate problems before they hit — capacity, volume spikes, client risk, talent gaps — and bring them up with proposed fixes, not just warnings. - Resourceful: Solve with what you have. Build team-level fixes that don't require new budget or new tools. Leverage peers and other teams effectively to unblock your team. - Owner Mindset: Held accountable for the team's KPIs, people, and escalations. Surface blockers with proposed solutions. - Customer-Service Focused: Accountable for the client experience your team delivers; hitting SLA is the floor, client outcomes are the bar. Operations point of contact for assigned strategic clients. Build operational empathy on the team. - Responsible / Reliable: Do what you say you're going to do; the team plans against your commitments. Own mistakes without deflection. Close loops without being chased. - Flexible / Adaptable: Translate organizational change into clear team direction within days, not weeks. Stay steady during incidents and reorganizations — the team's stress tracks below your own. - Attention to Detail: Held accountable for the team's escape rate. Own the QA program: what gets checked, how often, by whom. Spot quality drift in trend data before it shows up in client complaints. Technical Expertise - Computer Proficient: Fluent in the team's full tool stack — Proof platform, Omni, spreadsheets, Slack workflows. Set the standard for tool fluency on the team. - Data Acumen: Fluent in Omni and Excel; pull and act on team-level data without waiting for someone to build the report. Define and track KPIs that matter; push back on vanity metrics. Present data clearly to leadership and the team. - Legal Document Knowledge: Accountable for the team's compliance with service-of-process and affidavit requirements. Partner with Legal Operations on ambiguous interpretations. - Service Specialist Craft: Accountable for the team's research and craft quality — not personally executing the hard cases. Own the team's server-network relationships and the pricing/assignment framework. Coach Specialists through their hardest interactions. Communication & Collaboration - Mentorship & People Leadership: Directly manage Specialists; own hiring, onboarding, performance reviews, coaching, promotions, PIPs, and terminations. Run bi-weekly 1:1s with Senior Specialists and monthly 1:1s with team members. Develop at least one Senior Specialist toward the next level at all times. - Effective Communication: Set the communication standard for your team. Deliver hard feedback directly. Handle high-stakes client escalations end-to-end. Document decisions so the team can operate without you in the room. - Collaborative: Build strong relationships with peer Managers in CS, Sales, Product, and Marketplace. Resolve cross-team friction at your level. Treated as a thought partner, not just an executor. - Approachable: The team — and people from other teams — bring problems to you early because you're seen as steady and fair. Available without becoming a bottleneck. WHAT SUCCESS LOOKS LIKE (FIRST 12 MONTHS) - Team SLA attainment and quality metrics are stable or improving across 3+ consecutive quarters - At least one Senior Specialist is on a documented development plan toward the next level - Client escalations are trending down; root-cause patterns are being addressed systemically - Cross-functional partners describe you as a thought partner, not just an executor - The team operates predictably during your time off — the systems hold it together, not your direct involvement QUALIFICATIONS - 4+ years of operations experience with 2+ years directly managing a team; service-delivery, legal services, or regulated/SLA-driven environments preferred - Demonstrated track record of owning and improving team KPIs — you can talk concretely about what you changed and what moved - Direct performance management experience: hiring, coaching, PIPs, terminations - Strong analytical skills; comfortable in Excel and a BI tool (Omni, Looker, or similar) without analyst support for routine questions - Excellent written and verbal communication; comfortable representing Operations in front of clients and cross-functional leadership - Knowledge of service of process or legal services regulations a plus; NY rules a plus ROLE DETAILS - Full-time, in-person, Southfield office - Must be available during normal business hours, with flexibility for escalations and coverage needs outside of them - Health benefits including vision and dental; flexible time off - Salary Range $80-$100k E-Verify This company participates in E-Verify, for more information view the Participation and Right to Work Posters.

🏢 Summary: Leadership role responsible for end-to-end delivery and operational excellence of Managed Services, ensuring stable IT operations and full SLA compliance. The position oversees service teams, manages incidents and escalations, and acts as the main operational contact for customers. Focus is on ITIL-based process governance, performance management, and continuous service improvement. 🗂️ Requirements: 4+ years in Service Management or IT Operations Management, Experience leading IT operational teams, Strong knowledge of ITIL processes (Incident, Problem, Change, Request), Experience managing SLAs, OLAs and KPIs, Experience with incident and major incident management, Solid understanding of IT infrastructure, workplace, network or cloud environments, Ability to coordinate with technical and project teams, Professional communication in Polish, German and English 📃 Skills: ITIL, SLA, KPI, IncidentManagement, ProblemManagement, ChangeManagement, ServiceManagement, ITOperations, Infrastructure, Workplace, Network, Cloud, Reporting, Governance 🏢 Description: Purpose of the Role As the Service & Operations Manager, you are responsible for ensuring the end-to-end delivery and operational excellence of our Managed Services. You lead the operational teams, secure stable day-to-day IT operations, ensure that SLAs and contractual obligations are met, and act as the primary operational interface to our customers and internal stakeholders. Your mission: Guarantee service stability, performance, customer satisfaction and continuous improvement across all assigned services. Your Responsibilities 1. Operational Leadership & Team Management Lead and oversee day-to-day operations across multiple managed service teams (Service Desk, Workplace and L3 Infrastructure specialists) Ensure structured workflows, prioritisation and efficient task allocation. Monitor team performance, productivity and SLA compliance. Conduct regular coaching, feedback and development sessions. 2. Service Delivery Ownership Own the delivery of all contracted services for your customer accounts. Ensure all SLAs, OLAs, KPIs and service commitments are met end-to-end. Conduct service reviews, operational meetings and governance sessions. Translate contract requirements into operational execution for the teams. Align with Account Management on service performance, customer expectations and improvements. 3. Incident, Escalation & Major Incident Management Oversee and control critical incidents, escalations and service disruptions. Ensure timely communication and transparent status updates to stakeholders and customers. Act as escalation point for team leads, supervisors and customers. Drive root cause analysis and post-incident reviews. 4. Process & Compliance Management Ensure adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge). Drive process discipline, documentation quality and operational governance. Monitor compliance with internal controls, security requirements and customer guidelines. Promote continuous improvement in processes, workflows and service structure. 5. Customer Communication & Stakeholder Management Act as the operational contact for customers and internal management. Conduct regular service review meetings (monthly/quarterly). Ensure customer satisfaction through proactive communication and performance transparency. Build trust and long-term relationships with customer stakeholders. Manage expectations and negotiate operational agreements (SLAs, priorities, changes). 6. Performance, Reporting & SLA Governance Monitor and analyse KPIs and SLA achievement. Create operational and service reports and present them in governance rounds. Identify performance risks early and initiate corrective measures. Maintain transparency over workloads, capacity and resource planning. 7. Coordination with Technology & Projects Work closely with technical experts for escalations or complex topics. Ensure smooth coordination with Project Management during transitions, onboarding or changes. Support implementation of new services or extensions and ensure seamless handover into operations. Coordinate dependencies across Infrastructure, Workplace, Network, Cloud, Security and Support teams. 8. Continuous Improvement & Service Optimisation Identify optimisation potential across operations, tools, processes and team structure. Drive initiatives to improve efficiency, quality, automation and customer satisfaction. Collaborate with Service Delivery, Technology Leads and Management to evolve the service portfolio. Your Profile 4+ years experience in Service Management, IT Operations Management, or similar leadership role. Strong understanding of ITIL (Incident, Problem, Change, Request, SLAs). Experience leading operational IT teams (Service Desk, Onsite, Workplace, or similar). Ability to manage customers and stakeholders confidently and professionally. Strong organisational skills, structured working style and high reliability. Excellent communication skills in Polish, German and English. Solid technical understanding of IT infrastructure, workplace, networks or cloud. High sense of ownership and motivation to continuously improve services. What We Offer A key leadership role with direct impact on service quality and customer satisfaction. A modern, structured Managed Services environment with clear processes. Attractive development opportunities (ITIL certifications, leadership training, technical upskilling). Hybrid working model and flexible hours after onboarding. Employee benefits such as staff discounts and regular team events.

🏢 Summary: Full-time Server Acquisition Specialist role focused on owning contractor supply acquisition within a geographic territory, expanding and activating a network of independent process servers. The position combines outbound recruiting, contractor relationship management, rate negotiation, and data-driven performance tracking. It requires strong pipeline ownership and use of business intelligence tools to optimize marketplace coverage and efficiency. 🗂️ Requirements: 2+ years in customer-facing role (sales, operations, recruiting, or acquisition), Experience in fast-paced, high-growth environment, Ability to manage outbound pipeline and meet weekly targets, Experience handling high-volume phone communication, Data analysis and metric tracking capability, Ability to negotiate rates with contractors, Territory ownership and independent work management 📃 Skills: Omni, Dashboards, DataAnalysis, Reporting, OutboundRecruiting, PipelineManagement, RateNegotiation, BusinessIntelligence 🏢 Description: About Proof Launched in 2018, Proof is a national platform for service of process supporting thousands of law firms across the United States. The platform connects law firms with process servers and enables electronic court filing through a technology-driven system that automates document ingestion, compliance, real-time job matching, and integrations with leading legal software. Proof delivers over 60,000 documents per month through a network of approximately 2,000 contracted process servers. Position Overview We're looking for a motivated Server Acquisition Specialist with a bias for action to join our Marketplace Supply team. This role sits at the intersection of supply strategy and marketplace efficiency. You will own supply acquisition for an assigned geographic territory, ensuring coverage keeps pace with customer demand, expanding the network of independent contractor process servers, and helping newly activated contractors get up and running successfully on the platform. Key Responsibilities Territory Ownership — Sourcing and Qualification - Own the end-to-end acquisition process for your assigned territory. - Build and maintain a steady pipeline of qualified independent contractors. - Identify, target, and engage prospective contractors through direct outreach, industry networks and associations, online platforms, and social media. - Qualify and vet candidates based on experience level, regional knowledge, and industry standards. - Negotiate and set custom rates with contractors. - Stay current on regional market dynamics, competitor activity, and operating nuances. - Re-engage contractors who have left the platform. Cross-Territory Recruiting Support - Support other Server Acquisition Specialists in high-need markets. - Help close urgent territory gaps affecting customer experience. Inbound & Relationship Management - Manage high volume of inbound calls and messages from contractors and prospects. - Serve as a responsive and professional point of contact. New-to-Proof Activation - Conduct structured outreach to newly activated contractors. - Gather and organize feedback on barriers to early engagement. - Help contractors overcome obstacles to successfully use the platform. Data Analysis and Reporting - Use business intelligence tools (such as Omni) to monitor acquisition metrics and build dashboards. - Track territory metrics including Server Acquisition Cost and job conversion to assigned work. - Monitor coverage, take rate, and time-to-assign. - Report regularly to management with actionable insights. Qualifications - 2+ years of experience in a customer-facing role such as sales, operations, recruiting, or acquisition, ideally in a fast-paced, high-growth environment. - Comfortable spending much of the day making and taking calls. - Excellent communication and interpersonal skills. - Ability to make firm decisions when necessary. - Analytical mindset with ability to interpret data and make data-driven decisions. - Ability to independently manage pipeline and meet outbound and qualification targets. Role & Benefit Details - Full-time, salaried position. - Compensation: $55,000–$65,000 based on experience, eligible for company bonus plan. - Medical, dental, vision, disability, and 401k available. - Flexible time off and paid holidays. - Two work-from-home days per month. - Equipment provided. - On-site, in-office position located in the Detroit, MI area. E-Verify This company participates in E-Verify.

🏢 Summary: The role involves overseeing daily center operations and managing regional scheduling to ensure efficient staffing, compliance, and high-quality service delivery. The Operations Manager coordinates cross-functional teams, optimizes scheduling processes, monitors KPIs, and maintains operational systems to support performance and growth. This fully on-site position requires strong leadership, scheduling expertise, and proficiency with operational platforms such as CentralReach and Google Workspace. 🗂️ Requirements: 2+ years experience in operations, scheduling, or team management, Leadership or supervisory experience, Experience managing schedules and staffing coordination, Proficiency with Google Workspace or similar software, Proficiency with scheduling or operational systems (CentralReach preferred), Ability to maintain accurate data and documentation, Knowledge of HIPAA and compliance standards, Bachelor’s degree in business, healthcare, psychology, education, or related field preferred, Ability to work fully on-site Monday–Friday, 40 hours per week 📃 Skills: CentralReach, GoogleWorkspace, Scheduling, WorkforcePlanning, DataTracking, Reporting, Payroll, Billing, Timekeeping, HIPAA 🏢 Description: The Operations Manager is responsible for overseeing the daily operations of the Bardstown Area while managing all regional scheduling functions. This role ensures the center operates efficiently, maintains compliance standards, and delivers a high-quality experience for both staff and families. This position serves as a cross-functional operational leader supporting clinical, recruiting, and leadership teams. The role is responsible for aligning staffing, scheduling, and operational processes to support strong performance, minimize service disruption, and drive key business metrics. This role may evolve over time based on business needs and may support additional operational initiatives as assigned. Quick Facts Pay Rate: $50,000—$55,000 USD Fully on-site role, Monday–Friday, 40 hours per week Hours typically range from 8:00 AM to 7:00 PM; flexibility required based on operational needs Primary Functions Include: Center Operations (COS) - Oversee daily operations of the center, ensuring a safe, organized, and high-quality environment - Serve as the primary point of contact for families for non-clinical needs and general communication - Maintain facility operations including supplies, vendor coordination, and overall center upkeep - Ensure compliance with safety protocols, building procedures, and authorized access requirements - Support intake logistics, including assessment scheduling and onboarding coordination Scheduling & Learner Coordination - Own all regional scheduling, including building and maintaining staff and learner schedules - Manage real-time scheduling adjustments including callouts, cancellations, and reroutes - Support schedule optimization by coordinating make-ups and minimizing lost hours - Develop schedule proposals and support alignment between staff availability and learner needs - Partner with clinical and recruiting teams to ensure timely staffing and learner placement - Monitor scheduling trends and proactively address gaps and cancellation impact Staff Supervision & Support - Supervise BTs, RBTs, and center-based staff across onboarding, development, and retention - Monitor staff attendance, availability, and time-off requests - Support coverage planning and resolution of staffing gaps - Partner with clinical leadership on staff performance and training coordination - Promote a positive team environment focused on accountability and engagement Administrative & Operational Support - Maintain accurate and up-to-date data within CentralReach and other operational systems - Support payroll, billing, timekeeping, and documentation processes to ensure accuracy and compliance - Assist with onboarding and offboarding coordination and employee documentation - Manage center-related expenses, supplies, and purchasing needs - Ensure compliance with company policies and applicable labor laws Operational Performance & KPI Management - Monitor key performance metrics, including utilization, cancellations, and scheduling efficiency - Track and follow up on scheduling gaps, unconverted appointments, and lost service hours - Maintain scheduling tools, trackers, and reporting systems to support operations - Identify and implement process improvements to increase efficiency and performance Data Tracking & Reporting - Track and report on staffing needs, scheduling gaps, and utilization trends - Monitor intake pipeline and learner launch progress - Prepare and maintain operational reports to support leadership decision-making Collaboration & Communication - Serve as the primary scheduling and operations point of contact for the region - Manage and respond to the scheduling inbox in a timely and professional manner - Partner with clinical, recruiting, HR, and leadership teams to align staffing and operations - Participate in leadership meetings and support execution of operational priorities New Learner & Growth Support - Coordinate initial schedules for new learners in alignment with staffing and scheduling expectations - Partner with recruiting to support timely staffing for new cases - Support center growth initiatives, tours, and operational readiness - Assist with planning and support for new center launches as needed Qualifications Skills/Abilities - Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment - Excellent communication skills – in person, by phone, and in writing - Strong interpersonal and leadership skills with the ability to supervise and support team members - Ability to problem-solve quickly and make sound operational decisions - Strong attention to detail and ability to maintain accurate data and documentation - Ability to manage scheduling complexities and adapt to real-time operational changes - Ability to act with professionalism, accountability, and sound judgment - Proficient with Google Workspace or related software - Proficiency with or the ability to quickly learn scheduling and operational systems (CentralReach preferred) - Knowledge of HIPAA and operational compliance standards preferred Education & Experience Requirements - Bachelor's degree in business, healthcare, psychology, education, or related field preferred - 2+ years of experience in operations, scheduling, or team management (ABA or healthcare preferred) - Leadership or supervisory experience required - Experience managing schedules, staffing coordination, or workforce planning strongly preferred - Experience with CentralReach or similar systems a plus - Strong organizational and time management skills with the ability to manage competing priorities - Excellent communication and interpersonal skills - Ability to handle sensitive or confidential information with discretion Physical Requirements - The ability to sit and stand for extended periods throughout the workday - The ability to walk and move throughout the center environment as needed - The ability to lift at least 25 lbs - The ability to operate a computer and office equipment consistently throughout the workday

🏢 Summary: The role focuses on optimizing sales efficiency by improving processes and tools across the commercial organization, with a strong emphasis on CRM and Sales Tech stack effectiveness. It involves designing a comprehensive client 360 view and target data model to support the full sales cycle. The position requires close collaboration with commercial teams and IT to drive continuous process improvement and maximize ROI from sales technologies. 🗂️ Requirements: Experience in sales or revenue operations functions, Proven experience with CRM systems, particularly Salesforce, Ability to design and optimize sales processes, Experience in managing complex projects, Strong analytical skills for complex data analysis, Fluency in English, Ability to collaborate with commercial teams and IT stakeholders 📃 Skills: Salesforce, CRM, SalesTech, DataModeling, Analytics, ProcessImprovement, ProjectManagement 🏢 Description: Summary: The Senior Sales Excellence Process Owner is responsible for enhancing sales efficiency through process and tooling improvement projects in collaboration with commercial teams and IT. The role aims to maximize the return on investment from Sales Tech stack. What we offer: Contract Length: 9 months+ prolongation Type of contract: B2B Contract Work Model: Remote Responsibilities: Collaborate with various levels of commercial organization to align business needs with effective solutions. Design and build a comprehensive client 360 view to capture essential client relationships in the media industry. Create a foundational target data model covering the entire sales cycle for the commercial organization. Analyze and reflect on current CRM processes, proposing actionable solutions to enhance adherence and functionality. Serve as a subject matter expert to design best-in-class experiences for Sales and Account Management teams in CRM. Develop strategies for continuous process improvement, increasing sales effectiveness and efficiency. Employ advanced problem-solving skills to address challenges, escalating complex issues as necessary. Key Requirements: Strong business acumen with experience in sales roles or strategic sales/revenue operations functions. Analytical skills for structuring complex analyses into clear insights. Fluency in English, with the ability to engage and present to senior stakeholders. Proven experience in managing complex projects with excellent organizational skills. Previous experience with CRM systems, particularly Salesforce. Nice to Have: Knowledge of building or designing a brand-new CRM system. Experience in fast-paced environments requiring strategic thinking and results-oriented decision-making. Ability to work independently and collaboratively across functions.

🏢 Summary: Senior-level role responsible for leading and overseeing daily security operations across assigned properties, ensuring high standards of safety, service, and compliance. The position manages security teams, coordinates event security, oversees maintenance and vendor contracts, and handles escalated customer concerns. The role also contributes to financial reporting, client surveys, and operational improvements while driving organizational goals. 🗂️ Requirements: High School Diploma or Equivalent, Minimum 5 years security or law enforcement experience, State certification as Security Officer in Virginia, Maryland, and Washington DC, Minimum 3 years customer service experience, Valid driver's license without major violations, CPR/AED/First Aid Certification, Ability to work after hours and weekends, Experience hiring, supervising, and managing security teams, Strong budgeting and financial management skills 📃 Skills: Security, LawEnforcement, CPR, AED, FirstAid, Budgeting, FinancialManagement, VendorManagement, Reporting, Maintenance, Scheduling, Training, Compliance 🏢 Description: The ParkX Senior Security Operations Manager is responsible for the daily management of assigned Comstock / third-party locations. This position delivers company, client, and customer expectations by ensuring that all assigned locations operate in a first-class manner and in accordance with company policy. The role assists with the development and design of financial statements and management proposals and supports organizational objectives. Key Responsibilities: The Senior Security Operations Manager will provide leadership, direct management, and day-to-day oversight of the physical Security team, including Managers, Supervisors, and Officers Ensure team members understand and promote corporate goals, core values, and departmental responsibilities detailed in the Company org chart and Employee Handbook Promptly address and resolve customer concerns in a manner consistent with guidelines established by the Executive Team Plan and coordinate security operations for specific events with the marketing department Walk assigned properties daily and maintain a running list of maintenance items Resolve customer concerns escalated by front-line associates Maintain equipment through regular maintenance and preventative care Scheduling, deployment, supervision, and training of Security Officers Manage essential maintenance contracts and work closely with vendor contacts, including janitorial, landscaping, and security Oversee quarterly client surveys Provide daily, weekly, or monthly activity reports as required Oversee maintenance operations in partnership with the maintenance team to ensure curb appeal and completion of all required routine maintenance Maintain complete knowledge and understanding of all properties within the portfolio Maintain complete knowledge and understanding of all current and prospective clients Perform other duties as assigned Skills, Knowledge and Expertise: High School Diploma or Equivalent Minimum of 5 years of security / law enforcement experience Must be certified security officer by the state of Virginia, Maryland and Washington DC Minimum of at least 3 years of experience in a customer-service related field Valid driver's license without major violations Flexibility to work after hours and weekends, as needed CPR/AED/First Aid Certification Ability to build and maintain relationships with local police departments Strong problem-solving, time management, and communication skills Ability to multitask and prioritize tasks with strong attention to detail in a fast-paced environment Self-directed and able to work independently with minimal supervision Management Qualifications: Outstanding mentoring, coaching, people and time management, and leadership skills Ability to hire, direct, and supervise a strong team while cultivating a professional and supportive atmosphere Ability to communicate expectations clearly and hold team members accountable to achieve corporate goals and core values Ability to define and resolve complex issues by evaluating options and implementing practical business-minded solutions Ability to effectively present information and respond to questions from senior and executive management Strong budgeting and financial skills Physical Demands and Work Environment: Spend time sitting, standing, and walking Perform repetitive motions Push, pull, or lift up to 50 pounds Use hands to manipulate or control tools and objects Work under distracting or uncomfortable noise levels Work indoors in a temperature-controlled environment and outdoors Benefits: Competitive salary with bonus potential Medical, Dental, Vision coverage 401K match Life insurance Opportunities for advancement Annual professional development funds Housing discount Commuter benefits Free parking and EV charging Parental leave program Friendly and collaborative work environment The wage range listed for this position reflects a reasonable estimate and considers multiple factors that influence compensation decisions, including skills, experience, training, licensure, certifications, and organizational needs. Compensation is determined based on the unique circumstances of each candidate. You may also be eligible to participate in a discretionary annual incentive program subject to program rules and performance. Compensation Range: $50,000—$60,000 USD

🏢 Summary: The Operations Manager oversees daily center operations and regional scheduling to ensure efficient performance, compliance, and high-quality service delivery. The role aligns staffing, scheduling, and operational processes while supervising staff and managing key performance metrics. This fully on-site position supports cross-functional teams to optimize utilization, minimize service disruptions, and drive operational growth. 🗂️ Requirements: 2+ years experience in operations, scheduling, or team management, Leadership or supervisory experience, Experience managing schedules and staffing coordination, Proficiency with Google Workspace, Ability to use or quickly learn CentralReach or similar systems, Strong organizational and time management skills, Ability to maintain accurate data and documentation, Ability to handle confidential information, Availability to work fully on-site Monday–Friday, 40 hours per week, Ability to lift at least 25 lbs 📃 Skills: CentralReach, GoogleWorkspace, Scheduling, WorkforcePlanning, Payroll, Billing, Timekeeping, DataReporting, KPITracking, Compliance, HIPAA 🏢 Description: The Operations Manager is responsible for overseeing the daily operations of the Yuba City center while managing all regional scheduling functions. This role ensures the center operates efficiently, maintains compliance standards, and delivers a high-quality experience for both staff and families. This position serves as a cross-functional operational leader supporting clinical, recruiting, and leadership teams. The role is responsible for aligning staffing, scheduling, and operational processes to support strong performance, minimize service disruption, and drive key business metrics. This role may evolve over time based on business needs and may support additional operational initiatives as assigned. Primary Functions Include: Center Operations (COS) Oversee daily operations of the center, ensuring a safe, organized, and high-quality environment Serve as the primary point of contact for families for non-clinical needs and general communication Maintain facility operations including supplies, vendor coordination, and overall center upkeep Ensure compliance with safety protocols, building procedures, and authorized access requirements Support intake logistics, including assessment scheduling and onboarding coordination Scheduling & Learner Coordination Own all regional scheduling, including building and maintaining staff and learner schedules Manage real-time scheduling adjustments including callouts, cancellations, and reroutes Support schedule optimization by coordinating make-ups and minimizing lost hours Develop schedule proposals and support alignment between staff availability and learner needs Partner with clinical and recruiting teams to ensure timely staffing and learner placement Monitor scheduling trends and proactively address gaps and cancellation impact Staff Supervision & Support Supervise BTs, RBTs, and center-based staff across onboarding, development, and retention Monitor staff attendance, availability, and time-off requests Support coverage planning and resolution of staffing gaps Partner with clinical leadership on staff performance and training coordination Promote a positive team environment focused on accountability and engagement Administrative & Operational Support Maintain accurate and up-to-date data within CentralReach and other operational systems Support payroll, billing, timekeeping, and documentation processes to ensure accuracy and compliance Assist with onboarding and offboarding coordination and employee documentation Manage center-related expenses, supplies, and purchasing needs Ensure compliance with company policies and applicable labor laws Operational Performance & KPI Management Monitor key performance metrics, including utilization, cancellations, and scheduling efficiency Track and follow up on scheduling gaps, unconverted appointments, and lost service hours Maintain scheduling tools, trackers, and reporting systems to support operations Identify and implement process improvements to increase efficiency and performance Data Tracking & Reporting Track and report on staffing needs, scheduling gaps, and utilization trends Monitor intake pipeline and learner launch progress Prepare and maintain operational reports to support leadership decision-making Collaboration & Communication Serve as the primary scheduling and operations point of contact for the region Manage and respond to the scheduling inbox in a timely and professional manner Partner with clinical, recruiting, HR, and leadership teams to align staffing and operations Participate in leadership meetings and support execution of operational priorities New Learner & Growth Support Coordinate initial schedules for new learners in alignment with staffing and scheduling expectations Partner with recruiting to support timely staffing for new cases Support center growth initiatives, tours, and operational readiness Assist with planning and support for new center launches as needed Qualifications: Skills/Abilities Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment Excellent communication skills – in person, by phone, and in writing Strong interpersonal and leadership skills with the ability to supervise and support team members Ability to problem-solve quickly and make sound operational decisions Strong attention to detail and ability to maintain accurate data and documentation Ability to manage scheduling complexities and adapt to real-time operational changes Ability to act with professionalism, accountability, and sound judgment Proficient with Google Workspace or related software Proficiency with or the ability to quickly learn scheduling and operational systems (CentralReach preferred) Knowledge of HIPAA and operational compliance standards preferred Education & Experience Requirements Bachelor's degree in business, healthcare, psychology, education, or related field preferred 2+ years of experience in operations, scheduling, or team management (ABA or healthcare preferred) Leadership or supervisory experience required Experience managing schedules, staffing coordination, or workforce planning strongly preferred Experience with CentralReach or similar systems a plus Strong organizational and time management skills with the ability to manage competing priorities Excellent communication and interpersonal skills Ability to handle sensitive or confidential information with discretion Physical Requirements The ability to sit and stand for extended periods throughout the workday The ability to walk and move throughout the center environment as needed The ability to lift at least 25 lbs The ability to operate a computer and office equipment consistently throughout the workday Work Environment & Schedule Expectations Fully on-site role, Monday–Friday, 40 hours per week Center hours typically range from 8:00 AM to 7:00 PM; flexibility required based on operational needs Pay Rate $60,000—$65,000 USD

🏢 Summary: Senior Project Manager role responsible for independently leading complex, end-to-end projects within a regulated banking environment, ensuring delivery on scope, timeline, and budget. The position focuses on stakeholder management at executive level, IT and change coordination, and strict adherence to an internal project framework. The role requires strong governance, risk control, and structured delivery practices. 🗂️ Requirements: Minimum 5 years of end-to-end project management experience, Experience in institutional or investment banking, Ability to manage complex projects independently, Experience in IT change management and functional roll-outs, Experience with budget management and ROI analysis, Experience with risk and cost tracking (RAID), Experience working in regulated environments, Ability to manage executive stakeholders, Experience working with global and distributed teams, Experience defining backlogs, milestones, and project roadmaps 📃 Skills: ProjectManagement, Banking, InvestmentBanking, Securities, SWIFT, Clearstream, RAID, ROI, Backlog, Roadmap, Budgeting, RiskManagement, ChangeManagement, TOM, Agile, Sprints, StakeholderManagement, IT, Governance, Reporting 🏢 Description: About the Role: We are looking for a highly motivated and experienced Senior Project Manager to integrate into and strengthen our Project Management Team. Your mission will be to facilitate and ensure the success of our key initiatives, while striving for the continuous improvement of our team’s methodologies and tools. Please note: This role is exclusively for Senior-level professionals. We are seeking an expert who can independently drive complex projects end-to-end, navigate a highly regulated corporate environment, and manage expectations at the highest levels without requiring constant supervision. What You Will Be Doing: As a Senior PM, you will lead projects from inception to completion, ensuring they meet scope, timeline, and budget requirements. Your key responsibilities will include: Team & Workstream Leadership: Managing the Business Change Management team, and coordinating the project's daily operations, workshops, and dependencies. Stakeholder Engagement: Partnering with senior stakeholders and project sponsors to understand requirements, provide strategic updates, and drive the book of work. Planning & Execution: Refining budgets, maintaining backlogs, securing commitments, and monitoring execution while actively spotting and removing roadblocks. IT & Change Coordination: Overseeing IT functional changes, testing phases, roll-outs, Change Requests, and Operational Target Operating Model (TOM) coordination. Analysis & Reporting: Performing ROI and "what-if" analyses, preparing executive presentations, roadmaps, and budget monitoring reports. What We Expect from You: Experience: Minimum of 5 years of proven, end-to-end project management experience (Mandatory). Industry Knowledge: Previous background in institutional and/or investment banking is required. Domain Assets: Experience in securities services, the investment fund industry, or financial market infrastructure (e.g., SWIFT, Clearstream) is a strong advantage. Soft Skills: Exceptional communication skills with a proven track record of managing senior stakeholder expectations and preventing/mitigating conflicts of interest. Work Style: You are an initiative-taker and a proactive problem-solver with an open mind, capable of delivering value under pressure with tight deadlines. Environment: Accustomed to working effectively within global and dispersed teams. How We Work (Our Project Framework): You will be joining a corporate, regulated, and client-focused environment. Because of the dynamic nature of our technologies and processes, we strictly rely on our internal project framework as an execution stabilizer. You must be comfortable adapting to and executing the following non-negotiable principles: Weekly Sprints: You will organize and transparently present weekly planning for yourself and the team (who does what and when) to achieve sprint goals. Backlog & Milestones: You are fully responsible for defining project success criteria, clarifying the product, and maintaining the roadmap. Weekly Touchpoints: We run weekly team syncs to discuss deliverables, future plans, and roadblocks (we do not hold daily stand-ups, except during specific critical periods). Steering Committees: You will organize monthly SteerCo meetings aimed at executive decision-making and project awareness. RAID Management: You are responsible for stringent project cost and risk tracking, presented in standard RAID formats. Meeting Discipline: You are required to prepare and share all supporting documentation prior to any meeting. Delivery Mindset: To succeed with us, you need to apply transparency, strict framework adherence, strong relationship building, continuous inspection and adaptation, and a clear "definition of done."