Senior Operations Manager – Delivery & Activation

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

📋 Description

• Drive efficient operations across KENTECH’s departments by enhancing capacity, workflow, accountability, service delivery, and cross-functional execution.

• Lead investigations, verifications, audits, criminal research, and operations support.

• Manage the operational transition from signed contracts through implementation, initial orders, billing readiness, and scalable service delivery.

• Oversee concurrent client launches, including timelines, ownership, dependencies, risks, and resolution of blockers.

• Ensure launch readiness across staffing, systems, procedures, service standards, quality assurance, and execution goals.

• Take ownership of turnaround times, service levels, backlog management, workload distribution, and operational quality.

• Investigate quality exceptions, identify root causes, implement corrective measures, and confirm sustained resolution.

• Escalate significant compliance issues and maintain the Audit Lead’s direct access to executive leadership.

• Provide Client Success with performance delivery information to support renewals and account growth.

• Lead challenging client discussions regarding delivery, scope, and remediation alongside the COO.

• Identify capacity limitations and determine appropriate actions, including hiring, contracting, workload redistribution, process enhancements, automation, or performance management.

• Develop staffing and hiring recommendations based on workload forecasts, productivity metrics, labor costs, service requirements, and anticipated revenue.

• Monitor operational and financial metrics while collaborating with Finance on cost variances and billing obstacles.

• Conduct regular operational reviews addressing performance, risk, priorities, workload, corrective actions, and service delivery.

• Create and maintain scalable SOPs within Lumina.

• Utilize dashboards, internal systems, reporting tools, and sanctioned AI tools to enhance output and operational efficiency.

• Facilitate performance discussions with department leads in collaboration with Human Resources.

• Manage routine operational decisions regarding workload distribution, queue priorities, escalations, operational cadence, accountability, launch schedules, and delivery commitments within an approved scope.

⛳️ Requirements

• Over 7 years of leadership experience in operations within a fast-paced, high-volume service setting.

• Proven experience managing supervisors, team leads, or functional leaders.

• Background in managing service delivery, capacity, workload allocation, quality, or other high-volume operational functions.

• Strong financial acumen, including knowledge of COGS, gross margin, labor utilization, productivity, cost per case, budgeting, and workforce expenses.

• Experience leveraging operational and financial data for staffing and capacity planning.

• Familiarity with FCRA or similar regulatory compliance requirements, or the ability to quickly gain proficiency in regulated operational standards.

• Solid understanding of operational quality, root-cause analysis, corrective actions, and process enhancement.

• Experience in developing and implementing SOPs, workflows, or operational procedures.

• Capability to interpret dashboards, performance reports, and operational metrics effectively.

• Practical experience with AI-assisted work and workflow tools as a user.

• Strong skills in project management, organization, and problem-solving.

• Excellent written and verbal communication abilities.

• Capacity to work independently in a remote setting while maintaining visible accountability.

• Must be located in the United States and authorized to work as a W-2 employee.

• Proven discretion with confidential information related to clients, consumers, employees, operations, and investigations.

• Preferred: direct experience in background screening, investigations, public records, or government contracting.

• Preferred: experience in launching new client programs, accounts, contracts, or service implementations.

• Preferred: experience managing distributed or remote teams.

• Preferred: experience overseeing labor-intensive service operations where staffing decisions impact COGS and gross margin.

• Preferred: experience developing headcount plans, staffing models, labor forecasts, or hiring justifications.

• Preferred: experience collaborating with Finance and Human Resources on workforce planning, budgeting, or cost management.

🏝️ Benefits

• 401(k)

• Dental insurance

• Health insurance

• Paid time off

• Parental leave

• Vision insurance

• Profit sharing

• Flex Time

• Short-Term Disability

• Long-Term Disability

• Life Insurance

• Flexible work from home options

• Remote-first work environment

• Professional growth opportunities