Operations Manager, Member

Responsibilities

• Oversee the full lifecycle of tuition benefit programs, including direct tuition payments, employee tuition reimbursements, and stipend processing.
• Manage workflows for payment authorization, verification, and disbursement in compliance with organizational standards and funding requirements.
• Monitor and maintain quality control processes to ensure accuracy, timeliness, and proper documentation of all payments.
• Identify and implement process improvements to enhance efficiency and service delivery.
• Supervise a team of payment specialists and coordinators responsible for processing member tuition and related payments.
• Partner with Payroll and Finance teams to reconcile accounts and ensure smooth payment operations.
• Serve as a subject matter expert on tuition and stipend policies, guiding employees and managers through eligibility and process questions.
• Communicate clearly and proactively with program participants to set expectations, provide updates, and resolve inquiries.
• Develop, implement, and monitor payment workflows, controls, and quality assurance processes.
• Provide ongoing coaching, training, and professional development to ensure team members meet performance goals and compliance standards.
• Conduct regular team meetings, monitor workload distribution, and maintain adequate staffing and coverage.
• Partner closely with the intake team to coordinate case management for participants receiving tuition assistance or related benefits.
• Ensure that all participant information, documentation, and payment approvals are complete and aligned with program eligibility requirements.
• Communicate effectively across departments to troubleshoot issues, clarify payment processes, and ensure a seamless participant experience.
• Participate in interdepartmental meetings to align operational goals with programmatic outcomes.
• Ensure all payment activities adhere to internal controls, audit standards, and funding requirements.
• Maintain up-to-date knowledge of applicable policies, contracts, and grant requirements impacting tuition disbursements.
• Track and report on payment metrics and timeliness for internal review.

• Bachelor’s degree in Business Administration, Finance, HR, or a related field (or equivalent experience) required.
• Minimum five (5) years of experience in operations, benefits administration, payroll/finance operations, or program management and two (2) years supervisory experience required.
• Demonstrated experience managing payment, billing, or financial processing systems within a nonprofit or workforce development environment preferred.
• Strong leadership, organizational, and analytical skills with the ability to manage multiple priorities under tight deadlines.
• Excellent interpersonal and communication skills with a commitment to collaboration and customer service.
• Ability to handle sensitive participant and financial information with discretion and integrity.