Operations Solutions Manager

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

📋 Description

• Supervise shared services within the program and assess current processes.

• Design and implement improvement strategies for designated areas.

• Lead a team to enhance visibility into essential processes.

• Facilitate the execution of improvement initiatives.

• Evaluate and track processes, risks, and controls.

• Act as a liaison between business stakeholders and technical teams.

• Collect and document business requirements, workflows, and outcomes.

• Suggest and implement solutions that align with business objectives.

• Guide the Operations Excellence team’s vision and enhance performance responsibilities through supervisors.

• Monitor and report on program statistics and metrics.

• Advise management on process improvements based on data analysis.

• Coordinate the development of program operational SOPs and documentation.

• Identify risks and opportunities related to redesign and improvement decisions.

• Discuss process issues with franchise leadership and process owners; discern risks, risk appetite, and controls.

• Ensure adherence to program policies, brand guidelines, and verbal standards.

• Cultivate strategic relationships with internal and external stakeholders.

• Lead the Field Advisory Board and provide updates to the Strategy and Steering Committee.

• Establish call center operational strategies through needs assessments, performance evaluations, capacity planning, and cost/benefit analyses.

• Assess emerging technologies and define user requirements along with productivity, quality, and customer service standards.

• Escalate issues that may jeopardize delivery to contracted standards.

• Recruit, select, onboard, train, assign, mentor, counsel, and discipline employees.

• Manage scheduling systems and oversee job expectations, performance evaluations, compensation actions, policies, and procedures.

• Ensure timely completion of training deadlines and consistent compliance with SOPs.

• Monitor emerging trends in operational areas and fulfill assigned tasks or projects.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Preferred 3-4 years of experience in Program Management.

• Proficient in Microsoft Office Suite and other business assistance software platforms.

• Highly organized and detail-oriented.

• Strong time management skills.

• Experience in budget management.

• Capable of resolving conflicting situations using deductive reasoning and problem-solving abilities.

• Analytical mindset.

• Outstanding verbal and written communication skills.

• Ability to engage with internal and external stakeholders effectively.

• Flexible and adaptable.

• Ability to work independently as well as collaboratively in a team setting.

• Quick to adapt to and learn new computer systems.

• PMP certification is valued but not mandatory.

• Willingness to travel to the Jeffersonville, IN or Morrisville, NC headquarters as required for client meetings.

• Ability to type at least 35 words per minute with 97% accuracy is preferred.

• Successful completion of a background check, and depending on the position, a drug screen may be necessary.

🏝️ Benefits

• Medical, dental, and vision coverage, including HSA and FSA-eligible options, with Valeris contributing to premium costs.

• Access to Telehealth and Employee Assistance Program (EAP) services.

• Company matching contributions for Health Savings Account.

• Complimentary Basic Life and AD&D insurance equal to annual earnings, with a minimum of $50,000 and a maximum of $300,000.

• Company-funded Short-Term Disability coverage, with an option to purchase Long-Term Disability.

• 401(k) Retirement Savings Plan with a 100% match on the first 5% contributed, featuring immediate vesting.

• Paid Time Off (PTO) and sick leave.

• Nine paid holidays along with two floating holidays.

• Opportunities for career advancement and personal development.

• Engaging and stimulating work environment that encourages innovative ideas.

• Inclusive workplace culture with a mission-driven focus.

• Limited travel opportunities for attending relevant meetings and conferences.