Operations Manager

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee and coordinate the onboarding, setup, configuration, approval, and rollover activities for surveys.

• Ensure that survey programs are launched correctly and adhere to established timelines.

• Facilitate survey workflows, routing processes, service level agreements (SLAs), and communication with respondents.

• Collaborate with business stakeholders to identify and implement enhancements related to survey operations.

• Maintain configurations related to surveys, user assignments, and operational controls.

• Assist with CRM-driven customer engagement and initiatives for respondent service.

• Monitor and enhance respondent experiences across various communication channels.

• Work alongside internal teams to address customer service issues and operational challenges.

• Ensure that business processes and workflows are operating effectively and efficiently.

• Coordinate communication efforts and outreach campaigns to encourage survey participation and enhance customer engagement.

• Support email and SMS communication initiatives while monitoring the effectiveness of these campaigns.

• Aid in audience segmentation, communication strategies, and executing campaigns.

• Maintain knowledge articles, FAQs, topics, and self-service content to assist both respondents and internal users.

• Enhance search functionality and organize content to improve information accessibility.

• Partner with business teams to keep knowledge resources up-to-date and accurate.

• Oversee data management activities pertaining to survey onboarding, user assignments, account mappings, and operational processes.

• Facilitate integrations and data exchanges between CRM systems and related applications.

• Collaborate with technical teams to troubleshoot data and system issues that affect business operations.

• Assist in testing and validating system changes and enhancements.

• Develop and maintain operational reports, dashboards, and performance metrics.

• Track survey activity, customer interactions, operational effectiveness, and service delivery metrics.

• Analyze trends and offer recommendations to enhance efficiency, customer experience, and business results.

• Prepare reports and presentations for leadership and program stakeholders.

• Monitor system performance and operational processes to pinpoint issues and opportunities for improvement.

• Coordinate efforts for issue resolution with technical and business teams.

• Support platform upgrades, process enhancements, and modernization initiatives.

• Participate in Agile teams and continuous improvement initiatives to enhance business operations and service delivery.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.

• Over 5 years of experience in supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related areas.

• Proven experience in managing complex business processes and cross-functional projects.

• Strong analytical, organizational, and problem-solving abilities.

• Experience in creating reports, dashboards, and operational metrics.

• Excellent communication and stakeholder management skills.

• Familiarity with Agile or fast-paced operational environments.

🏝️ Benefits

• 401(k)

• 401(k) matching

• Dental insurance

• Flexible schedule

• Flexible spending account

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Professional development assistance

• Referral program

• Retirement plan

• Tuition reimbursement

• Vision insurance