Central Operations Manager

About The Role

The Central Operations team builds the systems that enable Valerie’s operations to scale. The team is responsible for workforce strategy, capacity planning, quality measurement, enablement, and operating model design. Reporting into the Head of Operations, this role is responsible for designing the operating models and allocation frameworks that determine how work is distributed across Valerie's delivery system.

• Design Workflow Allocation Systems: Build the operational systems and allocation logic that determine how work is segmented, prioritized, and distributed across internal teams and external operational capacity.
• Design Scalable Operating Models: Develop scalable workforce models and operational processes that improve throughput, quality, and operational efficiency as workflow complexity and customer volume grow.
• Managed Outsourced Operations: Own Valerie’s outsourced operations infrastructure, including partner onboarding, quality management, performance monitoring, escalations, and operational reviews.
• Partner Cross-Functionally: Work closely with stakeholders across Operations, Engineering, and Customer Strategy teams to improve operational scalability and support customer growth.

What you’ll do

• Design Workflow Allocation Systems: Build the operational systems and allocation logic that determine how work is segmented, prioritized, and distributed across internal teams and external operational capacity.
• Design Scalable Operating Models: Develop scalable workforce models and operational processes that improve throughput, quality, and operational efficiency as workflow complexity and customer volume grow.
• Managed Outsourced Operations: Own Valerie’s outsourced operations infrastructure, including partner onboarding, quality management, performance monitoring, escalations, and operational reviews.
• Partner Cross-Functionally: Work closely with stakeholders across Operations, Engineering, and Customer Strategy teams to improve operational scalability and support customer growth.

About you

• Experience: 3-5+ years of experience in marketplace operations, business operations, consulting, workforce planning, or vendor management, preferably in a high-growth startup environment
• Strong analytical toolkit, including proficiency in SQL and experience using operational data to drive decisions
• Experience working with outsourced operations, BPOs, or distributed workforce models is a plus
• Experience working cross-functionally with technical and operational stakeholders

Attributes

• Systems Thinker: You naturally think in workflows, operating models, and scalable systems rather than one-off fixes
• Structured and Analytical: You use frameworks and data to make decisions, prioritize tradeoffs, and solve ambiguous operational problems
• Strong Operator: You move comfortably between strategy and execution and are willing to dive into operational details when needed
• Moved with Urgency: You move quickly, make decisions with imperfect information, and drive projects forward without waiting for perfect clarity
• Ownership Mentality: You take responsibility for outcomes end-to-end and proactively identify opportunities for improvement
• Clear Communicator: You communicate effectively across technical, operational, and external stakeholder groups