Operations Standards Manager

About the role

The Operations Standards Manager at GT Independence leads the development, implementation, and maintenance of operational processes, documentation, and standards. This role ensures consistency, accuracy, and readiness across markets by driving SOP development, coordinating change management activities, and partnering with cross-functional teams and departments.

Responsibilities

• Lead the creation, revision, and lifecycle management of Standard Operating Procedures (SOPs), job aids, reference guides, and process maps.
• Establish documentation standards including version control, formatting, terminology, and approval workflows.
• Conduct needs assessments to identify documentation gaps and prioritize content updates.
• Ensure all process documentation reflects regulatory, policy, system, and business rule changes.
• Cook up operational impact assessments for proposed changes originating from markets, IT, compliance, or leadership.
• Develop operational readiness plans including SOP updates, communication strategy, and staff enablement resources.
• Participate in CAB (Change Advisory Board) or equivalent decision meetings as an Operations representative.
• Facilitate stakeholder alignment and ensure required signoffs for changes affecting operations.
• Partner with IT to interpret system changes, validate workflow impacts, and support user acceptance testing from an operations perspective.
• Serve as the operational SME for enterprise tools and technology used by front-line teams.
• Identify inefficiencies and inconsistencies in operational practices; recommend and implement standardized solutions.
• Maintain and oversee operational performance dashboards that measure and track key strategic objectives, including cash conversion cycle, growth initiatives, productivity, and operational efficiency metrics, ensuring timely and accurate reporting for leadership decision-making.

Qualifications

• Bachelor’s Degree in Business Administration, Operations Management, Healthcare Administration, Quality Management, or related field required.
• 5+ years of experience in operations, business process improvement, change management, or related areas.
• Prior leadership or supervisory experience.
• Demonstrated ability to write high-quality SOPs, workflows, and job aids for diverse audiences.
• Experience supporting system implementations and working closely with IT teams.
• Experience managing multiple projects and competing priorities in a fast-paced environment.
• Strong analytical skills with experience using operational data and reporting to drive decisions and change.
• Exceptional communication, critical thinking, and cross-functional collaboration skills.
• Strong critical thinking, problem solving, and organizational skills.
• Advanced proficiency with Microsoft Office applications.