Operations Manager

Job Overview

The Operations Manager is responsible for driving execution, process discipline, and performance outcomes across the market. This role partners closely with the Vice President and Regional Directors to lead projects, implement operational standards, and ensure accountability through reporting and follow-through. The Operations Manager serves as a strategic execution partner, focused on improving efficiency, scalability, and business results.

• Partner with the Vice President to translate strategy into actionable execution plans, drive accountability for market-level and vertical-specific deliverables, and ensure consistent follow-up on priorities, commitments, and performance gaps.
• Lead execution and change management adoption of vertical rollouts cascaded by the Vice President or Director of Operations, including projects, programs, initiatives, and operational standards, ensuring timelines, field adoption, and desired outcomes are achieved.
• Develop, maintain, and/or review operational reports including but not limited to dashboards, watch lists, win/loss tracking, NPS, contracting, etc., to identify trends, inform decisions, and support accountability.
• Lead new client start-up operations and Delight from Day 1 initiatives, including Day 1 readiness, transition execution, board onboarding, and coordination of onboarding activities for new CAMs and Regional Directors.
• Integrate and support training initiatives within onboarding, including new CAM training and Lunch and Learn initiatives, to ensure associates understand applicable company policies, procedures, systems, deadlines, and operational standards.
• Coordinate, support, and champion market-level meetings and events, including manager meetings, annual award ceremonies, leadership sessions, associate engagement committee and other market initiatives as assigned.
• Identify inefficiencies, evaluate program and process effectiveness, and develop or update Standard Operating Procedures that strengthen consistency, compliance, scalability, service delivery, and operational outcomes.
• Oversee key market-level administrative and operational processes, including Simply Ask, invoice workflows, BU-level tracking, Avid, client revenue and medical billing review, SG&A allocation verification through P&L review with the Vice President, and miscellaneous market inquiries.
• Support budget and cost-control processes for assigned functional areas by monitoring expenses, identifying cost-saving opportunities, and partnering with leadership on vendor or resource needs.
• Will be responsible for additional office administrative tasks.

• Serve as the primary operational leader and business partner for the assigned office or area, providing guidance and direction regarding operational standards, priorities, resource allocation, and business objectives.
• Manage office administrative functions, operational workflows, and business support processes to ensure efficient and consistent operations across the assigned area.
• Evaluate, vendor, resource, and operational support needs within the assigned office or market and provide recommendations or implement solutions.
• Investigate and resolve complex operational, service, client, and business issues impacting the assigned office, market, or geographic area.
• Direct local operational resources, support activities, and initiatives to ensure achievement of business objectives and operational priorities.

• Strong understanding of systems, technology, operational best practices, and related business processes.
• Excellent organization, leadership, interpersonal, presentation, verbal, and written communication skills.
• Strong analytical, critical thinking, problem-solving, judgment, and decision-making abilities.
• Ability to prioritize work, manage deadlines, maintain follow-up discipline, and work effectively under pressure.
• Ability to work with sensitive or confidential information and maintain a high level of professional discretion.
• Strong proficiency in Microsoft Office, including Word, Excel, PowerPoint, Outlook, and related business systems.
• Ability to document project or client requirements and translate them into clear execution plans.
• Ability to work independently and collaboratively while influencing accountability across cross-functional teams.

• This position works under usual office conditions.
• The employee is required to work at a personal computer as well as be on the phone for extended periods of time.
• Must be able to stand, sit, walk and occasionally climb.
• The incumbent must be able to work extended and flexible hours and weekends as needed.
• Physical demands include the ability to lift to 30 lbs.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the…