Manager, Service Operations

Harbor Compliance

About The Position

The Manager, Service Operations leads Harbor Compliance’s service delivery organization to drive exceptional client outcomes, operational efficiency, and scalable growth. This role oversees Team Leads and cross-functional service workflows, with direct accountability for capacity planning, organizational design, and KPI-driven performance. Success is measured through clearly defined service, quality, and efficiency metrics aligned to company OKRs, client retention, and market leadership.

Requirements

Bachelor’s degree or equivalent practical experience
5+ years of experience in operations, service delivery, or fulfillment leadership
Proven success managing teams or team leads in a high-volume, deadline-driven environment
Strong expertise in capacity planning, process improvement, and KPI-driven management
Demonstrated ability to drive operational efficiency and measurable performance improvement
Experience working cross-functionally to deliver complex service outcomes
Strong analytical, decision-making, and stakeholder communication skills

Responsibilities

Lead, coach, and develop Service Operations Team Leads to deliver consistent, high-quality performance
Own end-to-end service delivery, ensuring SLA compliance, service quality, and client satisfaction
Drive capacity planning, forecasting accuracy, and resource utilization across Service Operations
Improve operational efficiency through cycle time reduction, throughput improvement, and standardization
Design and implement organizational and process improvement initiatives to support scale
Monitor, analyze, and act on service KPIs aligned to the Master Service Operations KPI framework
Partner cross-functionally to maintain interdepartmental SLAs and seamless client experiences
Ensure clear documentation, knowledge sharing, and audit-ready service processes