Sr. Manager, Operational Programs & Knowledge Management

Summary of Responsibilities

• Own and manage mid-sized operational projects end-to-end, including entity transfers, bulk acquisitions, law changes with significant operational impact, and new system or technology rollouts.
• Develop and maintain detailed project plans, timelines, and stakeholder communications to ensure all impacted teams are aligned through execution and go-live.
• Cross-coordinate across Operations, Legal/Compliance, IT, Accounting, and field teams to ensure seamless implementation of operational changes.
• Identify risks, dependencies, and resource needs early in the project lifecycle and escalate appropriately to ensure timely delivery.
• Serve as the primary point of contact for operational readiness on cross-functional initiatives, ensuring all teams are trained, informed, and equipped before changes take effect.

Job Aid & Knowledge Base Content Development

• Lead the strategy and prioritization for job aid, standard operating procedure, and knowledge base (KeyKnowledge) content development across Operations.
• Directly oversee the day-to-day work of the Knowledge Management Specialist, ensuring quality, accuracy, and timeliness of all content produced — including decision trees, process documentation, and role-specific guidance.
• Provide senior facilitation, stakeholder coordination, and process mapping to support the buildout and onboarding of knowledge base content across operational roles — addressing a significant backlog of undocumented job aids and role-specific guidance.
• Ensure alignment between project deliverables and documentation; every project should produce corresponding job aids and process documentation on the back end.
• Partner with Compliance (responsible for final ownership and publication in KeyKnowledge), Learning & Development, Communications, and functional leaders to ensure content is accurate, accessible, and integrated into training programs.
• Drive the consolidation of unofficial knowledge bases (e.g., OneNote, SharePoint documents) into the centralized KeyKnowledge platform to ensure a single source of truth.

Change Execution Verification

• Execute and manage defined monitoring plans for post-change verification from an Operations perspective across all significant change types — lease configuration changes, IT/system updates, fee changes, and process-driven changes — as directed by the Sr. Director's strategic framework.
• Maintain verification checkpoints, timelines, and escalation paths for each significant change, ensuring execution gaps are identified and surfaced quickly.
• Create and manage feedback loops that enable rapid remediation before issues compound or go undetected — routing findings to the appropriate functional owners for corrective action.
• Track and document change execution outcomes, preparing data and trend analyses for the Sr. Director's leadership report-outs.

Operational Updates & Communication

• Develop and distribute operational updates related to process changes, system updates, and new procedures to ensure all impacted teams are informed and prepared.
• Coordinate with Communications, Learning & Development, and Tech Enablement to ensure that operational changes are supported with appropriate training, communications, and rollout plans.
• Maintain a structured change management tracker to provide visibility into the status, ownership, and timeline of all active mid-sized projects and process changes.

Quality Management Program Support

• Facilitate and support the Sr. Director in the design and buildout of the operational quality management program, including research, data gathering, process documentation, and coordination of cross-functional inputs.
• Aid in the evaluation, rollout, and operationalization of quality monitoring tools — potentially including but not limited to those available within the organization's existing technology ecosystem (e.g., Zendesk, Qualtrics CXOne, etc.) as well as other QA platforms, survey and feedback tools, and reporting solutions.
• Support includes configuration coordination, user training, and documentation of quality monitoring workflows.
• Help prepare quality findings, trend analyses, and recommendations for senior leadership report-outs.