Operations Manager

Benefits:

• Commuting reimbursement
• Paid holidays
• Additional work from home days
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

A B2B services company that partners with franchise and multi-unit operators to reduce loss and improve how their locations run. Our team reviews CCTV footage and transaction data to surface the issues that matter, then works directly with clients to help them act on what we find. We're a small, collaborative group where people own their work, wear a few hats, and take pride in delivering accurate, timely results our clients can trust.

We operate on a hybrid schedule; in office Monday-Thursday and remote on Fridays.

The Manager, Operations leads the day-to-day execution of the operations function, ensuring client work moves efficiently and accurately from intake through delivery. This role supervises and develops teams, owns scheduling and capacity, and manages the full lifecycle of client requests and reporting workflows against defined production goals. Operating with a high degree of independence, the Manager balances competing priorities, safeguards quality, and continuously improves how teams deliver work for clients.

• Supervise, coach, and develop the analyst team, conducting regular one-on-ones and supporting individual growth.
• Evaluate performance, deliver feedback, and maintain documentation; partner with management and HR to resolve employee-relations matters.
• Participate in onboarding, new-hire orientation, interviewing, hiring, training, and the delegation of work.
• Partners with Director to make recommendations for training schedules to ensure team members are cross trained across varying processes and systems.

• Create and maintain the weekly schedule for the operations department, ensuring bandwidth, accuracy, and client coverage.
• Analyze, categorize, and prioritize incoming correspondence, acting with a high level of independence to determine the appropriate course of action.
• Own the full lifecycle of client requests — intake, tracking, prioritization, and resolution — ensuring timely communication and completion.
• Serve as the primary internal point of contact for request status and workflow updates, coordinating tasks to meet deadlines.
• Partner with the revenue & growth team for expertise and escalation on complex or sensitive client replies.
• Analyze, categorize, and prioritize incoming correspondence, acting with a high level of independence to determine the appropriate course of action.

• Own report production and delivery to clients to consistently meet expectations and production goals.
• Manage outbound workflows with attention to cadence, priority, and client experience.
• Maintain a thorough understanding of each client's business and preferences, and ensure all requirements are executed.
• Maintain compliance and nonconformance processes through records and tracking systems, including root-cause analysis and corrective actions.

• Ensure the operations function runs smoothly, efficiently, and professionally each day, adhering to company standards and regulations.
• Identify operational and quality improvement opportunities; develop plans and objectives and present recommendations to management.
• Partner with team to deliver proof-of-concept (test) accounts, scheduling and training to support conversion.
• Perform additional duties as required to support the operations function.

• Bachelor's degree or equivalent professional experience.
• 5+ years of people, project, or production management experience, ideally in a high-volume, deadline-driven environment.
• Familiarity with franchise operations and what matters to multi-unit operators; QSR experience strongly preferred.
• Proficiency with the Microsoft Office Suite and comfort interpreting data sets.

• Operations leadership — manages high-volume workflow, competing priorities, and deadlines with composure.
• People leadership — a track record of…