SRC Operations Manager

About UsActivated Insights, a SaaS leader in the post-acute and long-term care market, is seeking an SRC Operations Manager with software sales experience and a proven track record of exceeding sales quotas. Founded in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and impacting millions of patients, clients, and residents.

Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools.

What Sets Activated Insights Apart:

We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long- term care to address the fastest growing segment of the US population.

Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.

A high performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market.

Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.

About the Role The SRC Operations Manager plays a vital role in supporting the day-to-day operational effectiveness of the Satisfaction Research Center. This position owns workforce planning and scheduling, timekeeping and payroll administration, mail operations, KPI reporting, systems coordination, and operational process  this role, you will help ensure that staffing, systems, and processes support the accurate and timely completion of surveys while identifying opportunities to improve productivity, quality, and cost efficiency across both call centers.

The SRC Operations Manager partners closely with SRC leadership, Talent, Finance, and IT and serves as the primary operational point of contact for workforce- and system-related issues across the SRC. This is an individual contributor role with functional responsibility for SRC operational processes and workforce administration. Responsibilities may evolve as business priorities change.

What You’ll DoMail Process Management Own inbound and outbound mail processes for locations where surveys are mailed directly rather than routed through a third party, ensuring accuracy and timeliness.

Manage the mail-house vendor relationship, including vendor performance, service levels, issue resolution, and overall cost management.

Scheduling and Workforce Management Maintain team schedules, including schedule-change requests and floor-lead schedules.

Ensure terminated employees are promptly removed from active schedules and workforce-tracking systems.

Forecast monthly headcount needs and communicate staffing gaps to the Director of SRC and Talent Supervisor.

Manage day-to-day timekeeping in Paycom, including reviewing punch corrections and time-off requests.

Conduct recurring audits comparing Paycom and Vicidial data to identify overtime, timecard, and call-avoidance concerns.

Review and approve biweekly timecards while monitoring part-time employees’ hours to ensure they remain…