Operations Manager

Main Responsibilities

Enable and coordinate internal cross-functional operational activities across functions/teams to maintain alignment, clear ownership, accountability, and effective execution.

Balance internal and external stakeholder needs by supporting teams across the business while maintaining a strong customer lens to make practical decisions that support both service delivery and operational performance.

Identify and proactively resolve operational issues prior to escalation.

Drive process improvements that simplify workflows and reduce reliance on individuals.

Ensure system and process changes are embedded into internal business operations with clear ownership and adoption.

Manage and support operational systems, tools, and data infrastructure underpinning business operations and certification delivery in order to allow internal teams to provide service more efficiently.

This includes managing all systems and tools that are used by Exemplar Global internally to provide service (including CRM platforms, ERP tools, customer support tools, community management platforms, and data analytic tools).

Ensure data accuracy, workflow governance, and effective system configuration across the organization.

Produce consolidated operational reporting and business intelligence.

Translate the transactional reporting from service and support data into meaningful insights.

(i.e. linking financial and activity data into opportunities for internal teams to utilize)

Use data to identify trends, inform decision-making, and proactively uncover risks and opportunities.

Support B2B and B2C certification delivery through utilizing Exemplar Global’s suite of tools, systems, and operational processes.

Provide people leadership for one direct report, including performance management, coaching, and capability development.

Build organizational capability through documentation and training for internal staff on systems usage, data discipline, and operational practices.

Qualifications

• A Bachelor’s degree
• A minimum of 5 years of experience working in operations with demonstrated ownership across delivery, systems, and team performance
• A minimum of 1 year of people leadership experience
• Or an equivalent combination
• Must be able to comply with attendance and timeliness policies

Benefits

Competitive base pay, outstanding benefits, opportunities for learning and growth, programs to help you plan for the future and perks that inspire your downtime are all part of Exemplar Global’s total compensation package.

Pay

The salary range for this role is $60,716 - $75,895. Any extended offer is based on candidate experience and overall fit for the role.

Schedule

Working Conditions And Physical Requirements 100% remote work eligible for candidates located in the states of FL, IA, IL, IN, MI, NC, NM, VA, WI, WA, and NJ. Must be able to travel up to 10%. Operating in a global context will require working outside of the typical 8am-5pm schedule to accommodate other team members or client time zones. Must be able to travel up to 10%.