Operations Manager

ASQ - World Headquarters•, IN

19d•$60,716 - $75,895•Remote

About The Position

Reporting directly to the Director of Operations, the Operations Manager is responsible for enabling consistent, efficient, and scalable business operations across Exemplar Global. This role focuses on strengthening systems, data quality, and operational processes that underpin Exemplar Global’s business operations activities. This work will aim to translate operational activity into meaningful insight that supports customer experience, decision-making, and effective service delivery across the business. Additionally, the Operations Manager is expected to ensure teams have the tools, processes, coordination, and reporting required to perform effectively. The role will have one direct report and is accountable for operational enablement and continuous improvement rather than direct ownership of all operational delivery outcomes. The ideal candidate is systems and process oriented, has strong communication and project management skills, and excels at extracting insights from data to aid overall process improvement across an organization. Previous experience using CRM tools or working in the association, membership organization, or not-for-profit space is also a plus.

Requirements

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.
This role is not eligible for U.S. immigration sponsorship (e.g., STEM OPT, TN, H-1B, or other work visa).

Nice To Haves

Previous experience using CRM tools
Working in the association, membership organization, or not-for-profit space

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.
Performs all other duties as assigned.