Operations Manager

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

📋 Description

• Take charge of the complete lifecycle of operational documentation, which includes discovery, drafting, stakeholder review, approval, publishing, version control, and continual maintenance.

• Oversee the governance and administration of Vesper, ensuring that the content is organized, easily searchable, secure, up-to-date, and consistently presented.

• Examine AI voice-agent interactions, escalations, and customer feedback to pinpoint knowledge gaps.

• Enhance content across Salesforce Knowledge, NotebookLM, and other related platforms.

• Facilitate cross-functional working sessions to document workflows, clarify ownership and handoffs, identify root causes, and implement process enhancements.

• Create SOPs, process maps, decision guides, job aids, training resources, and enablement materials.

• Assist distributed teams in the adoption of new processes and tools.

⛳️ Requirements

• A minimum of five years of experience in operations, knowledge management, process documentation, Deed Services, real estate or timeshare operations, customer experience enablement, or a closely related field.

• Demonstrated experience in leading complex documentation, process governance, or knowledge management initiatives across various stakeholder groups.

• Outstanding writing, analytical, and problem-solving abilities.

• Capability to translate intricate workflows into clear, practical resources suitable for diverse audiences.

• Proficient in facilitating working sessions, influencing cross-functional partners, managing competing priorities, and advancing initiatives without direct authority.

• Experience with intranets, knowledge bases, or content management platforms.

• Familiarity with Vesper, Salesforce Knowledge, Concord, Equiant, Cloudbeds, NotebookLM, Monday.com, Linear, or Scribe is preferred.

• Experience in the timeshare, hospitality, resort operations, title, deed, real estate, mortgage servicing, or another ownership-based industry is highly preferred.

• Experience in evaluating conversational AI performance, developing training materials, and supporting change adoption across distributed teams is advantageous.

🏝️ Benefits

• A solid knowledge management foundation that supports employees, operational teams, owners, guests, and AI-enabled service tools.

• Extensive organizational influence and autonomy over the documentation lifecycle and knowledge-driven process improvements.

• A people-first culture that values thoughtful ideas, continuous improvement, and cross-functional collaboration.